Promotional data not loaded - a matter of principle

Last year July, I took a new data contract with MTN because I was told that the month-to-month contract that I was on for years was coming to an end. The new contract is 8Gig (4Gig anytime and 4Gig Night Express) with the promotional data of 10Gig Anytime and 10Gig Night Express. From July to December 2024, I did not deplete the data, so I assume that I got the data contracted for in this new contract. January the 12th 2025, I received only the 8Gig data without the promotional data. It was depleted within days. I had to spent over R500 additional of airtime and data just for connectivity for the entire month. February the 12th 2025, I again received only 8Gig data. I called MTN immediately and I was told that the data that was loaded is minus the promotional data. Logged a ticket (BO***) on Wednesday and it says on the ticket MTN is investigating. A week later, the ticket is still open, I spoke to a different agent who then log another escalation ticket (REQ***) and asked me to wait for 24 hours for the resolution.

I told the agents that they should never say they understand my problem because if they do, they were going to do something. For me it is a matter of principle, you promise a service, I pay for it, deliver. Finish and Klaar.