The case of the missing data

As always, MTN doesn’t seem to surprise when it comes to bad service.

I have a contract with MTN, which offers me 50 gigs of data a month. I use this sim card in my router at home, which gets replenished on the 14th/15th of each month. I never utilize the entire 50 gigs but in February 2018 this was not the case. On the 9th of February my data showed as depleted. I called MTN and they confirmed that I used 38.5 gigs of data for the month. I confirmed this a few times with the lady (Mabato) on the phone.

On telling her that I receive 50 gigs of data per month, she could not answer where the 11.5 gigs of data has disappeared to. Her records only showed that I used 38.5 gigs for the month.

On asking her to log a query around this, she said she cannot as the month has not completed. I was left without an answer and without data - data that I contractually signed I would receive and data that I have been charged for.

I called the next day and a lady by the name of Mpho assisted me. She put me on hold for 17 minutes while she said she was checking the system which was "slow". After 17 minutes, the call was cut, without her trying to contact me once more. MTN, your service over the last few months has been nothing short of shocking! You have no customer centricity and don't care about your client. We are paying customers who have been loyal to your brand, but I have had so many bad experiences with you guys that I am left asking whether being on your network is really worth the pain you put me through.

I still don't have an answer around where my data has disappeared to, but all I know is I'll be charged for a service that is non-existent.

I have reference numbers for the calls I made to your call centre and require answers to my queries as you cannot take advantage of people in this way. It isn't fair to your brand, neither is it fair to people who support you.

Please get back to me urgently.