MTN complaint: Over charged no help

In November, I took advantage of an upgrade offer, trading in my Samsung device for an S23 Plus and a “free” watch at the MTN Key West location. However, since then, I have been incurring a monthly charge of $390 for the supposedly free watch. This has inflated my expected premium from $590 per month to $990, as I am now being charged for the watch that was initially presented as complimentary.

I have made numerous attempts to resolve this issue by contacting the store since December. Despite my efforts, the problem persists, as evidenced by my latest bill, which still includes the aforementioned charge. During a recent call, seeking clarification and my reference number, I encountered Tumi, the store manager, who treated me with considerable rudeness and failed to provide any meaningful insight into the situation.

This experience has significantly dampened my enthusiasm for an upgrade on my other MTN number, to the point where I am considering cancellation due to this ordeal. It is imperative that I receive a refund for the charges mistakenly levied against me. Until now, my experiences with MTN have been positive, making the exceptionally poor service at the MTN Key West location all the more disappointing. A manager should possess the ability to handle customer concerns effectively, a criterion that, based on this experience, Tumi does not meet.

I am at a crossroads and seek urgent assistance with this matter. Should I direct my complaint to the ombudsman, or can you provide the necessary support to rectify this situation?