Upgrade Nightmare

I requested an upgrade via MTN'S website on the 29.08.21 for the MyMTN Home 150GB plan.

On the 31.08.21 I received 29.03 GB of promotional Fixed LTE data. I immediately lost connection on my phone, couldn't make calls or use my SIM, the data was useless as well.

I called MTN to cancel the contract on the same day, but a consultant told me to call the next day. Annoyed, I called back, only to be told by the second agent that I have to call an Outsourcer named Mondo the next day.

Already frustrated at this point I left it at that and then chatted to Mondo on the 01.09.21. My cancellation request was submitted and I was given a reference number and told that it'll take 7-14 working days. I then waited a week and chatted to Mondo again on the 07.09.21 The agent told me the cancellation is still being processed.

I decided to wait until the 21.09.21 (14th working day since cancellation). I called Mondo this time, only to be informed that they were unable to cancel the contract as there were issues in MTN'S side. The lady told me I can only upgrade early, revert to prepaid or have my number cancelled completely.

I told her I use the SIM for everything so the latter options won't work, she then told me a consultant will call me regarding the early upgrade at NO EARLY UPGRADE COST TO ME.

I received a call on the same day and was informed that I can get an upgrade for the same price that I originally had, but it would be a 36 month contract. The consultant even said that a lot of people were complaining that these new upgrades weren't working. Since I was already angry, I said okay. I was informed that I'll receive an SMS and an Email confirmation. I received an SMS that a credit check is underway etc. but nothing else. My MTN app looked messy with data that I couldn't use.

I waited a bit and then called MTN on the 29.09.2021. The consultant said she'll sort it out for me by calling the relevant department the next day and call me back. She calls me on the 30.09.021 and this *** lady tells me that she's connecting me to Mondo. I was furious at this point and the lady at Mondo didn't even understand what was going on. I requested her to completely cancel the MTN contract and also revert my number to prepaid.

I am now AGAIN waiting for a cancellation and MTN took it upon themselves to debit money off my account for data that I DIDN'T and COULDN'T use. I disputed it of course.

I have screenshots of the chats with Mondo and proof that I called both MTN and Mondo within their so-called cooling off periods.

This service is absolutely pathetic and sending MTN emails is a waste of time, since they don't respond or they send you unhelpful replies.

A whole month, to still be stuck at point 0. Maddening to say the least.