Poor service from MTN after 20 years

I have been a loyal MTN customer for over 20 years, and currently have 4 contracts with MTN. Recently, I started receiving constant calls, emails, and SMSs from MTN encouraging me to upgrade, which I finally decided to do. I received an email from the store confirming the upgrade, followed by a call asking me to complete my biometric verification. During the call, I was told the biometric didn’t validate, but that I should go to the store, where I was assured I would only need to do the biometric in person and collect my devices. However, when I arrived at the store on Saturday, I was told – to my complete surprise – that I do not have enough credit to proceed with the upgrade. This is despite the fact that: I have paid off 3 of my contracts which are running month-to-month and have 1 that is still in contract. All payments are made on time via debit order, directly from my account I find this extremely disappointing and unacceptable, especially considering the long-standing relationship I’ve had with MTN. The communication I received was misleading, and I wasted time and effort visiting the store under the impression that everything had already been done and approved.

An immediate improvement in communication and customer experience is the basic requirement for any company. This situation does not reflect the standard of service I expect from a provider I’ve supported for two decades. I hope this complaint is taken seriously and handled with the urgency it deserves.