MY 100GB FAIR USE UNCAPPED HOME INTERNET BALANCE DOES NOT REFLECT

On Monday 13 January 2025 I logged a complaint telephonically with MTN's Customer Services help desk. I informed the consultant that my 100GB fair use balance does not reflect on my UNCAPPED BALANCE on the MTN APP. I was promised that it will take 8 to 24 hours to rectify the problem. Nothing happened during the lead time of 24 hours. In the meantime, I'm being inundated by their Insurance Dept trying to sell me insurance on their Wifi Router. On Thursday 16 January 2026 I wrote an email to lodge a formal complaint, see Reference number: d6d9c2f8-4f4f-4b52-8136-f8ff902f7fe9. This time I was informed it would take 48 hours to rectify the problem. On Friday 17 January 2025, Customer Care rep**** on my email requesting personal details which they already have on their books. I responded on the very same by furnishing them with inputs they requested. Late on Friday 17 January 2025, they sent me an email advising me to reboot the router as a solution to the problem. Nobody from MTN Technical Support contacted me as per my initial request. To date the problem is unresolved! Further, I had requested a supervisor to contact me as I was frustrated with this prolonged situation. No supervisor or manager feels the need to contact me, let alone resolve my problem.

This situation is a serious problem for me, as it hampers my ability to monitor and manage my free use data allocation and my online productivity in this regard. My work and my life is online, and I would to see each morning what my balance is, so as to plan my usage for the day. Because of this situation, I'm totalling in the dark as to what my available balance is, hence my productivity is seriously curtailed! For my part, I have provided MTN with all the pertinent details of the problem, including screenshots of what the problem entails and looks like. I would therefore request once again that an 'MTN SERVICE CHAMPION" who is serious about 'CUSTOMER SERVICE' to contact me urgently and resolve this problem with immediate effect, failing which I'll be left with no option but to escalate the problem to the Consumer Protection Ombuds!