Mtn
Early Upgrade

On 4 Jan 2013, I logged a query on MTN Active requesting an early upgrade on my current contract (I'm an iPhone fanboy and have to have the iPhone 5) - query reference 6148867. A response was logged on 5 Jan 2013 that I would be contacted by the retentions department in 3-5 days - ref 95486923. That never happened.

On 17 Jan, I logged another query (6148867) to find out what happened as I was not yet contacted. Got the response on 18 Jan that I should call 808 and ask for Retentions as they should have called me.

So I make the call (ref 95927413), and after the consultant chatted to his college I was informed that my contract cannot be upgraded. Reading the terms of upgrade on the MTN active, it is clear that the contract can in fact be upgraded in month 16 of its period if authorised by a Senior Manager (working off memory here as MTN Active refuses to work 90% of the time). Given that I currently have 3 contracts with MTN, that I have been a loyal subscriber since 2005, and my average monthly spend, I would love to know why my query never made it passed the supervisor of the call centre (he didnt have the authority to approve it in any event).

Really disappoiniting...

Company: Mtn
Country: South Africa
City: South Africa

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