MTN taking consumers for granted and leaving us vulnerable to misrepresentation and ****s.

I have launched a complaint with MTN against Mondo/Rewards Co/MTN online department on 7 July 2022 and made a follow up on 18 July 2022, but to date, MTN has never made contact with me or responded to my email. They only acknowledged the first email and promised that I will be contacted within 24 hours but that never materialized either and this is regardless of the seriousness of my complaint/case. Below is the exact extract of the email I sent to MTN with cell numbers partially removed:

Kindly receive this complaint against Mondo and one of its agents Ms. Sasha Lee substantiated by below attachment.

On or around 22 June 2022 at approximately 13H15 I received a call from one Ms. Sasha Lee from "Rewards Company" offering me a cellphone deal so good I was unable to resist. She offered me a Samsung Galaxy S22 Ultra 256 Gig,750 airtime and data on a 24 months contract for R799p/m (open line) as an upgrade on my existing contract and number (083.....), and the open line will be capped or locked to exceed the monthly payment by R1 only should I deplete my data or airtime so that I don't get a surprising bill at the end of the month. I am not 100% sure about the data I was to receive or the fact that the air time was R750 or 750 call minutes, but that is neither here nor there since all their calls are recorded. She further assured me that I will still be able to pay my contract cash as it has always been the case since I despise having network providers accessing my bank accounts because they are uncontrollable and always do as they please in one's bank account. She then requested my bank details as the deal required to have them on the system, but the contract will still be on a cash basis.

I also explained to her that my existing contract "083....." is not due for an upgrade and cannot be upgraded at this time. However, she assured me that she is in a position to take my existing contract of which I am paying R900p/m and replace it with the one she is offering me without any extra cost payable by me. I told her that this offer sounds too good to be true, and she assured me that it was indeed true.

Subsequent to the above material misrepresentation, I then agreed to the contract offer and was really excited that she made my day. Now on the same day I received confirmation of the "upgrade" in question, but imagine my surprise and disgust when the document listed the device as a Samsung Galaxy S21 FE 128 Gig. I immediately wrote to MTN informing them that the device listed on the contract was not what I was promised. They responded requesting my profile verification details and later promised that someone will call me as soon as possible to attend to my challenge, but they have since vanished.

On 28 June 2022 the device was delivered, and my worst fear was confirmed, it was a brand new Galaxy S21 FE 128 Gig. I know there is no resemblance between the S21 FE and the S22 Ultra unless one never visited GSMARENA and is also technologically challenged/disabled. The other one is the Samsung flagship and the other is an entry level device for those that wish to have a flagship but don't want to pay for the flagship. I am currently using an S21 Ultra, now if I was upgrading (not downgrading), how will an S21 FE be an upgrade?

On 29 June 2022, I went to an MTN store to request an explanation and to have my dilemma sorted, once again, I was greeted by another surprise that made my blood boil, now Ms. Sasha Lee has registered a new contract in my name without my approval. This is after I have told her that I am actually getting rid of contracts since I managed to go from 3 contracts to 1. I felt that R900 per month was still a lot to pay for a cellphone at this current stage and she assured me that the R900 was falling away and I will be paying R799 only, but instead, she has now added R799 0n top of the R900 I am paying. On the same day I later received an SMS confirming that my bill limit for (071.....) has now been set to R570 and this is what I could spend over and above my contract costs every month, and this is after Sasha Lee promised that my bill limit was set to R1, now this, and all of the above supersedes incompetency in every way. Still on the same day, the device was handed in to MTN Menlyn with Reference:IRMS 851..... I then went on further and called their call center to inform them of the cancellation of this new ********** contract.

I am almost certain that Ms. Sasha Lee said she was from Rewards Company, and MTN Brooklyn Square confirmed that this new contract was processed through Rewards Company and gave me *** as their number. However, when I called the number, the company was Mondo and this is worrying unless they have a dual registration.

My concern is that you as MTN have acted recklessly by giving out my personal information to a third party that can't be trusted. I am pretty sure that the moment your service provider misled me and tried so hard to get me to sign a contract under false pretenses, they had also gone against the POPI Act by exploiting my personal information.

It is as a result of the above that I request that you urgently source out the recording of this ********** activity and remedy the situation accordingly.