Poor Customer Service/Troubleshooting

I am in dire straits for the last month without resolve. My MTN contract, constantly states "You're out of data/Sign in to network", but on checking my balance, I have more than enough data.

I have called MTN a couple of times, even had the line reset, but this did not fix the problem. Since then I have been calling MTN literally every second day and according to what they see on their system, nothing is wrong. I was not given a reference number, nor was the matter further escalated. I reached a point where I thought the phone itself was faulty, but I got a brand new phone yesterday and this morning the error/problem started again.

When I restart the phone, it helps for a little while, but then the error continues after some time. I am being forced to recharge with data constantly to get it working again, regardless of my balance showing that data is available. I don't see why I should keep spending money on recharges if I have data available and already paying for a service plan!

I received a number for a contact at MTN, whom I emailed with the problem. I got the following reply: "I see that the line is due for an upgrade since 2019 and is on an old “MTN Legacy plan” there seems to have been a migration that has taken place but seems to have failed on the network." Unfortunately, this contact could not assist me further as he handles business subscribers and I am on a personal contract (thank you for getting back to me by email, at least I got some kind of an answer).

The said number was upgraded on dd 26/11/2020 and has been working fine until a month ago. I have been an MTN customer for a number of years and I am highly disappointed.

Further to this, I opted to contact the Head Office this morning 09/02/2021 @ 09:48 and asked to speak to a manager or someone of higher authority. I was told that a call back has been requested and that I should receive a call within the next 15 to 30 mins. It is now 10:54, and I am still waiting for a callback.