Do not upgrade any cell phone contracts with this company, you will regret it!

The service of this company is absolutely pathetic. When they want to call you and sell you their products, they can do that nonstop, but when you have a problem which they caused then nobody can call you and provide and explanation!

I have data contract which has expired and went onto a month-to-month contract, and I was paying +/- R315. The data contract was 80 Gigs a month. I was then contacted by one of your RewardsCo consultants on 07 June 2024 at 11:09am who told me that there is a promotion running for R199 per month and I get to keep my same package and that it’s only the amount that I pay will change. Now when I check my statements, I see that my contract has been downgraded from 80 Gig to 20 Gig. I called the customer services department on 24 July 2024 and went through to 3 different consultants who kept me on hold for more than 10 mins each only to have the call dropped on me all 3 times. I eventually got through to the 4th consultant and got a Reference number RCO546476. I was told that someone will contact me regarding this matter because I requested for the call recording to be listened to because the consultant clearly told me that my package will not change it will only be that I will be paying R199 now. Nobody has contacted me to date.

I have sent an e-mail to the customer care department on 02nd August and got a reply on 05th August to say that as per the system the investigation is still currently in progress. I sent a follow up e-mail on 08th August to find out the outcome of this investigation because I was advised by the consultant who provided me the reference number that it takes 5 to 7 days (which if we do the math's is more than 7 working days from the date the issue logged). I was then sent an e-mail on 12th August to say that unfortunately we are not able to assist further with this query as you have done a migration with a company known as CCS Outsourcing which I then rep**** and explained to them that CCS Outsourcing assisted me with the migration of my Cell Phone contract and not my Data contract - which is a separate contract. I then receive a reply to say that note that due to the fact that action was taken by a different third party with MTN note that we do not have the authorization to assist further with this query. Apologies for the inconvenience. What different 3rd party are they referring to when Rewardsco did the change on my Data contract and now they don't have authorization, but they had authorization to change my package without my consent.

Finally, I called the customer care on 13th August and spoke to a consultant who had me on the line for 30 mins but didn't assist me at all because he put me on hold twice and 2nd time, he put me hold he never came back on the line, said that he needed to see who can escalate my case too because the investigation was complete and they listened to call (but nobody got back to me to let me know what the outcome was) and he said that he cannot log the case again because it will be closed without anything being done.

If your calls are recorded for "quality and training purposes" as the consultants are trained to say this every time that they speak to you, why then when a client is requesting for a call to be listened to and get feedback can this not be done?