Still Waiting for Someone at MTN to Actually Help

I have been a loyal MTN customer for many years and have always maintained a great payment track record. I am currently under debt review, however I received approval from my debt review company confirming that I am able to upgrade; consistent with every previous upgrade I have done without issue.

This time around, I have contacted MTN multiple times and not a single consultant has been able to give me a clear explanation as to why my upgrade is being declined, or even make a genuine attempt to assist me. Each call ends with no resolution, no callback, and no accountability.

As a long-standing customer, I find it deeply disappointing to be treated as though my business means nothing. I deserve a straight answer, either a valid reason why the process that has worked every time before is suddenly failing, or someone who will actually take ownership and resolve the issue.

I expect MTN to do better.