Worst customer service

Good day,

I would like to lodge a complaint against MTN. I have several contracts with MTN and have been a customer of them for 20+ years. About 3 months ago I went to my nearest MTN, 70 kilometres from my home, to apply for an additional contract. The contract was approved. The consultant then informed me that I am also due for an upgrade. We then completed all the paperwork and I was upgraded. A month later, when my invoice came a "migration fee" of R9000 was added to my account. I went back to the store to enquire what this fee was for. I was then told that I upgraded too early and is responsible to pay the fee. I feel that this is unfair practise for the following reasons.... 1. When at the store, the system allowed me to upgrade. It never showed that I am not allowed to upgrade. 2. Never during the upgrade process, it reflected that I will have to pay a penalty.

I feel that neither me nor the consultant is to be held responsible, as it was a fault on MTN's system.

Our phones have been cut off and we are losing a lot of business, thousands of rands per day. MTN refuses to help me. I has been more than 3 months now. They keep putting the blame on me and then it is the consultant's fault, but never want to take responsibility and own up to the fact that their system was at fault.

I request that the migration fee be credited to my account and that my lines be restored