Formal Complaint – Failure to Assist & Concerns Regarding MTN Referrals and Unauthorised Debit Orders

To: Hammond Pole Attorneys Email: ***

Tel: ***

Subject: Formal Complaint – Failure to Assist & Concerns Regarding MTN Referrals and Unauthorised Debit Orders

Dear Hammond Pole Management,

I am writing to lodge a formal complaint regarding the unacceptable and unprofessional manner in which my enquiry was handled when I contacted your offices regarding unauthorised debit orders being deducted from my bank account under MTN’s name.

1. MTN Continually Refers Me to Hammond Pole

Every time I contact MTN Customer Care regarding the unauthorised debit orders, I am repeatedly referred to Hammond Pole for further information or clarification.

MTN has stated on several occasions that Hammond Pole is handling or associated with the account linked to these deductions. However, when I phone your offices, I receive:

No assistance

No confirmation of any file being managed

No clarity on the matter

No information regarding any alleged account

This conflicting information between MTN and Hammond Pole is deeply concerning and obstructs my ability to resolve what is clearly an ******* billing matter.

2. Failure to Assist When I Contacted Your Offices

When I contacted Hammond Pole directly, your staff:

Failed to assist me

Refused to provide any explanation

Provided no account details

Left me with no understanding of why these deductions are happening

This level of non-assistance is unacceptable, especially given MTN’s insistence that Hammond Pole is involved in the matter.

3. Unauthorised Debit Orders After MTN Contract Cancellation

MTN has deducted the following unauthorised amounts from my bank account despite my contract being cancelled more than a year ago:

Transaction Date Description Amount 14/11/2025 MTN BA***51114 R684.07 15/05/2025 MTN BA***50515 R478.97 30/04/2025 MTN SP BA***00001 R2,153.25 17/04/2025 MTN BA***50417 R319.31 14/03/2025 MTN BA***V250314 R425.75

These debit orders are not authorised, and no contract exists that entitles MTN to take any money from me.

4. Concerns Regarding Hammond Pole’s Involvement

Given that:

MTN continues to refer me to your firm

Your staff refuse to provide any clarity

MTN has no lawful grounds to debit my account

These debits continue months after cancellation

Your lack of transparency raises serious concerns about how this matter is being handled.

To be clear: I am not making an accusation, but the refusal to assist combined with MTN’s constant referrals to your firm creates the impression of enabling or facilitating unauthorised deductions.

This situation places consumers at financial risk and warrants formal investigation.

5. Demand for Clarification

I hereby request the following in writing:

Confirmation of whether Hammond Pole is handling any account, file, or legal matter in my name or linked to my ID.

Full details of any alleged debt or claim being processed on behalf of MTN.

Confirmation if no such account exists, so I may submit it as evidence to the Consumer Ombud.

An explanation for the failure to assist when I previously called your offices.

Clarification on why MTN is repeatedly directing me to Hammond Pole.

6. Escalation

If I do not receive a response within 7 business days, I will escalate this matter to:

The Legal Practice Council (LPC)

The Consumer Goods & Services Ombud (CGSO)

The National Consumer Commission (NCC)

My bank’s ***** and dispute division

PASA (Payments Association of South Africa)

7. Expectation

As a legal firm expected to uphold professionalism, transparency, and ethical conduct, your cooperation in resolving this matter promptly is expected.

Thank you for your immediate attention.

Sincerely, Bonita Botha