Terrible service from MTN SA

I upgraded my mtn contract on the 24th November 2023 with MTN. On the 29th of November I received an email stating which deals are available to me. This is after I had done the upgrade.

As stated there is a 10 day cooling of period after taking this contract. On the 30th of November 2023 I called in to cancel my upgrade as I wanted to upgrade with the deal that was emailed to me. I was told my cancellation would be actioned and that I could process my upgrade once the agent who handled my upgrade contacted me back.

To date I have not heard from the agent. Today I managed to speak to Amina Canthitoo who is a manager at mtn Retentions. She was very helpful and assisted to her best but however I am still not happy.

The MTN deal I upgraded to was the mtn sky bronze with an iPhone 15 for R1399, on the 29th of November I got an email to say I can get the mtn sky bronze with iPhone 15 and a free set of AirPods for R1259. I immediately called to cancel my current upgrade and get this package. I was told to wait for the agent to contact me back.

I was advised by Amina that this deal which I wanted was available from the 22nd November however it was not mentioned to me and it was also not on MTN’s website on the 24th November. MTN made a major blunder and I expect them to commit to this deal as I have done everything from my end.

After numerous of calls of which I have proof of and long waiting times of up to 45mins, today Amina informed me that I cannot be assisted and get this deal because it is over. I pleaded with her and said that I have done everything possible from my side and because of an *********** staff member I’m loosing a great deal which I looked forward to.

I have also made contact with the mtn complaints department and have email correspondence with Dinesh however i had not gotten a email response in over 2 days.

MTN feels like they doing you favours, they forget that we as consumers keep them in business. I have been with mtn for 18 years! Because of *********** staff, us as consumers have to loose out on a deal and pay for a deal that we not happy with.

To add to all of this, I was told to go to my nearest mtn store to return the device which was delivered to me. I was refused service by the store manager. Amina from the retentions department also spoke to him and he was absolutely rude and refused to assist us.