Upgrade... Unsuccessful

This is a letter sent to MTN in order to resolve an unsuccessful upgrade attempt. To date, no response...

Mrs. van Rooyen had visited your shop in Brits Mall on 24 May 2020, and was assisted by your consultant Tanya Pretorius.

She had upgraded from her current contract to a Huawei P30 Lite 2020 contract with.

She had specifically done this, as it is a cheaper alternative to her current contract. Together with this contract upgrade she was promised a further 20 gig data upon activation, as well as that the new deduction would commence from June.

However, after noticing an incorrect bill deduction, Mrs. van Rooyen once again visited your store in order to enquire as to the reason.

After a long search and much confusion, she was simply told that the consultant Tanya Pretorius had never registered the transaction on your system as she was a bit "scatter brained". She was however promised that the mistake would immediately be corrected.

To date, however, you have failed to do so.

Mrs. van Rooyen has once again, after another visit to your store been advised that this is due to the incompetence of your consultant, Ms Pretorius, and her inability to fulfill her duties to completion due to personal issues. Another consultant from the same store, a Natosle, has to date also been unable to complete this transaction to its conclusion.

In the mean time a number of incorrect deductions has been made, no data was loaded and Mrs. van Rooyen has at her own expense had to travel and phone yourselves on numerous occasions. All to no avail.

On her last attempt, she was advised today, 28 July 2020, that the transaction can indeed not be registered (screenshot attached) due to internal MTN related procedures and protocols, and that she should just come back and upgrade again at the end of August.

To this end, we are truly flabbergasted!

How could another upgrade be a remedy to her current situation? To who's cost? Also as a pensioner, Mrs. van Rooyen had specifically upgraded to this option to save costs.

Therefore we would like to know how you propose to remedy this situation, as to the difference in the deductions collected as well as registering this transaction on your system. Surely this cannot be very complicated as this is the same thing that is done in every store, across the country, daily?