Upgrade Nightmare!

After being a very satisfied MTN customer I've been experiencing the worst service I've ever received from a service provider.

30 November 2021 I upgraded my account online as my existing contract term neared it's end. After receiving my confirmation email with reference number that all has been approved and accepted I decided to give MTN a call on 2 December 2021 just to follow up as no further progress was made or correspondence send to me. Just to hold the line for 20 min being put from pillar to post a lady by the name of Joyce assisted me stating that the order was never processed with the online order and that we will have to redo the entire order.

My current commitment to MTN before this upgrade was R499.00 and my new commitment on the upgrade was R465.00 to try and save cost from previous contract.

After renewing my contract with Joyce for the 2nd time I was assured that all was in order.

Fast forward to 20 December 2021 after multiple phone calls to Joyce and messages, I still have not been upgraded to my new contract and MTN debited me with R999.00 which I never agreed to and got reversed from my Bank as my previous commitment was R499.00 and my new R465.00?

After multiple call once again to Joyce and 135 being ignored and cut off I decided to visit a MTN store to get this resolved once and for all on 28 December 2021.

I was assisted by a very friendly lady whom said that I should have never visited the online division and should have gone to them directly for a face 2 face engagement and that my new contract infact has not taken effect which was done on 30/11/2021 and 02/12/2021 and she will have to redo it.

This means that it will only be sorted on the 3rd time and they are requesting me to settle the full R999.00 even if I did not agree to this amount and upgraded my account well before end of term.

Come on MTN, please get this issue resolved!