Putrid service and breach of confidentiality

On the 3rd of February 2021, I contacted MTN with the intention of upgrading my contract. Although the update was effected, I did not receive my contract via email to date.

On the 16th of May, I contacted MTN once more. She advised that the incorrect email address was loaded onto the system - ***. I was absolutely appauled as this meant that all of my personal statements with confidential details was going to another email address. She advised that she will contact the person that did my contract upgrade and ask him to forward me the contract - I have not received any communication from either of them since then. Due to this delay, I am unable to access the Samsung special that came with the contract.

The MTN consultant was fully aware of my correct email address as we exchanged emails when he requested documents from me for my upgrade. I cannot understand how a blunder of this nature can occur. Surely there are verification processes in place to avoid these errors.

I have every right as a consumer to take legal action as my contract was not received timeously and there is a massive breach of confidentiality. Further to this, my situation is being handled with blatant disregard and I do not appreciate this, especially being a loyal MTN customer.

If this matter is not given the urgency that it requires then I will have no choice but to involve consumer protection councils and other social media platforms where my grievances will definitely be afforded the attention it deserves.

Even after sending an email to their complaints address and being promised a response within 48 hours, I am still waiting for a response 7 days after.

Utterly disappointed with the pathetic service from MTN South Africa.