Promotional voice bundle not loaded for months- All queries ignored by MTN

I’m writing to you because I’m at my wits end with the contact center, the incompetence at times, and totally conflicting stories that I am provided. Firstly they cannot help me since its wife’s account which I understand. But I am not requesting any information on her account, all I need to know is if the case. BO*** that was erroneously closed is now re-opened. She is on the Made4me XS package with the promotional data and minute, she gets 725 minutes and 16GB monthly on the 17th. She received it every month since the upgrade in April 2024. On 17 January 2025, she only received, 25 minutes, 16GB data and the 700mins was not loaded. I called in on Friday, I have the case attached. MTN messed up the whole request and thought the query was on my number, ***. They then went on to close the case on Friday. This was logged with Amy Maluleke. I had to call back and Pule Mokoena acknowledged the error and re-opened the case. But at 16h01, Narisha got a message that the case is closed, to my utter frustration with MTN yet again. I called in on Sunday and the consultant wanted a copy of the contract since they cannot pick up the promotional bundles. All I need is for someone to call me today as she cannot take a call during the day today. She needs the 700mins loaded that was not done on 17 January 2025. She now has to load airtime just to dial out. This is a cost she should not have to incur. This number is 23 years old on the MTN network. Whenever there is a query, it like extracting blood from a stone to get answers. We even sent into the Clearwater store yesterday and we were referred back to the call center.

It is really a struggle to deal with MTN when there is query. I have included the @ComplaintsManagementTeam and @Complaints in the mail but won’t hold my breath since all I will receive is a reference number and nothing else. Not even sure why MTN needs to have complaints address since all my complaints fall on deaf ears. ------------------------------------------------------------------------------------------------------------------------------ We lost all hope and waited till this morning 17 February 2025 to see if the provisioning for this month will come through. To our dismay, the provisioning has still not taken place for the 2nd month in a row. I called in this morning and apparently the case is stuck in a pending status since 7 February 2025.