UPGRADE AND BREACH IN CONTRACT

It is with regret that I find it necessary to write a formal complaint despite a number of attempts to engage the Office of the CEO of MTN. I think in the interest of Customer service it is important for me to record my dissatisfaction. The sequence of events is as follow:

1. 3 weeks ago I was contacted by Summer Mobile an agent of MTN to upgrade my current contract. My cell number is ********** 357. 2. I was informed that because I am existing client the process should not take more than 3 days. 3. 1 day after my upgrade my phone was disconnected. When I eventually got to speak to the right person I was told a exceeded my credit limit. I was shocked as my limit has always been R10 000.00. However the most frustrating of all is that no one bothered to contact me or explained this in relation to the new contract. I was travelling for work and you can imagine how embarrassing this was as well as the inconvenience. 4. It has now been 3 weeks since the upgrade and there is no handset and extras delivered as agreed. 5. MTN will appreciate that they are in breach of your contract as I am already paying for a device I have not received. 6. I have contacted the MTN call centre and summer mobile on a number of occasions without success being send from pillar to post with no answers 7. I contacted MTN switchboard yesterday 4 times requesting to be directed to the Office of the CEO without success. In fact they refused to put me through to his office. I spoke to Thato, Yolanda and 1 other lady who’s name I cannot recall on the switchboard. 8. Today I called 3 times again without success. Refusing to put me through to your office.

MTN will appreciate as a Consumer, I do have the right to exercise my rights to get the service I a paying for. I don’t believe MTN staff have treated me fairly and in fact I do believe that they do not know to deliver an appropriate customers service to clients.

I’m hoping that by escalating this , this complaint will be treated with the urgency it deserves as I will reserve my rights to escalate this matter further. I also do believe MTN needs to reimburse me for the cost incurred by phoning the switchboard. This can be obtained via my itemized billing.

I trust that this matter can be resolved amicably.