Poor Service

Subject: Follow-up on Outstanding Voucher and Service Concerns

Dear MTN Customer Service,

I am writing to express my disappointment with the recent experience following the renewal of my mobile contract at the beginning of August. Upon upgrading, I was surprised by the additional charges on my statement, which were not made clear during the process. Nevertheless, I paid the amount due.

As part of my new contract, I was offered a free phone case, hands-free earphones, and a R500 Pick 'n Pay voucher. While I received the earphones promptly, I was informed that the phone case was out of stock and the voucher would be emailed to me within seven working days. I was also told I would be contacted once the phone case arrived in stock. Unfortunately, no one reached out to me, and I had to contact the store at Carnival Mall myself. During this call, I encountered unprofessional behavior from the staff, who rushed through the conversation without addressing my inquiry about the voucher. I was only told to collect the phone case, which I did on September 4th.

It has now been over six weeks since I upgraded, and I still have not received the R500 voucher. Despite being reassured that my name is on a list, there has been no further communication from MTN regarding this matter.

As a loyal customer for many years, I am very disappointed by the lack of service I have received. I request immediate follow-up regarding the promised voucher, or I will seriously reconsider my association with MTN once my current contract expires.

I look forward to your prompt response.