TERRIBLE CUSTOMER SER

On the 20th November 2020, MTN sent me an email advertising their Black Friday deals (email attached), and since I was due for an upgrade, I app**** for the MTN Sky Black Friday for R799 online. This was approved and the upgrade was activated on the 8th December 2020. On the 12th of December, I only received 45GB, but I didn’t worry much. But on the 12th January 2021, I only received 15GB.

On the 12th January, I called MTN customer care line 135, after a consultant promised to log a query for me, I received an SMS with ref ***, but it said it was closed. On the 16th January, I called MTN customer care line 135, the consultant told me the turnaround time is 3-5 working days, so I must wait for them to respond. On the 19th January, I called MTN customer care line 135, the consultant told me that the initial query logged on the 12th has been escalated to the wrong department, so they couldn’t help, he however logged another query and I received ticket # ***, he promised that I will get feedback in 48 hours. This didn’t happen.

On the 21st January, I called MTN customer care line 135, one consultant gave me ticket *** which was closed, the second one gave me ticket *** also closed. When I called for the 3rd time, consultant Matshidiso Sheke told me that feedback on ticked *** requires me to either submit a copy of the contract or a photo of the advert where I got the advert for the deal. I emailed her the photo (mail attached). But I also asked her for the MTN head office number, which she gave ***. I called the number, explained my frustration and I was transferred to a consultant called Andile Nzimande who asked me for a copy of the contract which I sent to him (mail attached) My call with Andile didn’t end well after I lost network coverage, I called *** again and asked for Andile, but the lady at the switchboard said it was impossible to locate Andile, but she managed to call Matshidiso Sheke and also promised that she has escalated my matter to Matshidiso’s Manager, I should get my problem resolved soon. on the 25th January 2021, I called and spoke to Kgomotso Modisaotsile, who gave me a ticket number and promised to get back to me before 12:00 the next day, but now it's 12:56 and Kgomotso has not called and no one ever did. i am tempted to reverse the debit order and see if they will attend to my query. This is very unprofessional of MTN