Scores reflect the Overall AI Score for each category
Based on recent customer reviews, MTN South Africa is described as a provider where signing up is effortless but everything afterwards becomes a battle. Customers consistently report contracts that will not cancel, debit orders that continue for months after routers are returned, and refunds that are approved yet never paid. Network Reliability & Connection Quality (1.0) draws the least criticism, while Billing, Contracts & Account Management (0.6) attracts the heaviest and most persistent complaints.
Top Strengths:
- •Network Reliability & Connection Quality: Network Reliability & Connection Quality (1.0) scores highest of the five themes. Some customers describe strong mobile data coverage and routers that perform well initially. Most reviews, however, describe uncapped packages throttled far below advertised speeds and routers sold into areas with no usable coverage.
TrustIndex
1.6
NPS Score
-96
Recommended: Unlikely
Nov '25 - Oct '26
Frequently Asked Questions About MTN South Africa
What do customers say about MTN South Africa?
Based on recent customer reviews, MTN South Africa is described as a provider where signing up is effortless but everything afterwards becomes a battle. Customers consistently report contracts that will not cancel, debit orders that continue for months after routers are returned, and refunds that are approved yet never paid. Network Reliability & Connection Quality (1.0) draws the least criticism, while Billing, Contracts & Account Management (0.6) attracts the heaviest and most persistent complaints.
What is MTN South Africa's biggest strength?
MTN South Africa's biggest strength, according to Hellopeter's AI analysis, is Network Reliability & Connection Quality. Network Reliability & Connection Quality (1.0) scores highest of the five themes. Some customers describe strong mobile data coverage and routers that perform well initially. Most reviews, however, describe uncapped packages throttled far below advertised speeds and routers sold into areas with no usable coverage.
What are the most common complaints about MTN South Africa?
The most common complaint about MTN South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Installation, Activation & Setup. Installation, Activation & Setup (0.8) fails most often at the point of delivery. Courier biometric scanners reject customers repeatedly, manual delivery approval is requested but never granted, and upgrade devices sit in warehouses for weeks while MTN and the courier each deny responsibility.
Is MTN South Africa trustworthy?
MTN South Africa has a TrustIndex of 1.6 out of 10 on Hellopeter, based on 5,071 reviews in the last 12 months. Hellopeter has tracked MTN South Africa across 96,906 total reviews. How is the TrustIndex calculated? →
Recent reviews (5,071)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2013
PATHETIC CUSTOMER EXP FROM MTN & COLLECTIONS COMPANY
PAYMENT ARRANGEMENT REQUEST *** Revericred: Capitec Pay Payment 01 Oct 2026 11:41 - Store Account Payments-R19 954.75 USELESS ****EN *********** MTN CEO with the above provided info. I need you to get someone that will honor the 5days I was promised. As per your Collections Vericred advised me that I will get a PAIDUP LETTER in 5days from the payment. now I am being advised that I will get the letter in 45days from the payment. Why is it that I need to suffer, while people just do as they please with mylife.
1 reviews | Active since Dec 2013
PATHETIC CUSTOMER EXP FROM MTN & COLLECTIONS COMPANY
PAYMENT ARRANGEMENT REQUEST *** Revericred: Capitec Pay Payment 01 Oct 2026 11:41 - Store Account Payments-R19 954.75 USELESS ****EN *********** MTN CEO with the above provided info. I need you to get someone that will honor the 5days I was promised. As per your Collections Vericred advised me that I will get a PAIDUP LETTER in 5days from the payment. now I am being advised that I will get the letter in 45days from the payment. Why is it that I need to suffer, while people just do as they please with mylife.
1 reviews | Active since Jul 2014
MTN Service so frustrating
am writing to you so frustrated of your guys processes , today I was at Lakeside Mall MTN in Benoni and wanted to get reconnected to my home Wi-Fi and unfortunately could not be assisted because I was told my contract was terminated and I have a debt to pay which included this router of which I disputed that and confirmed that I may have a little amount to pay in after you guys deduct the router amount . I returned /gave them the router today and have proof of return with the *** number assisted by *** at the Benoni Store a very lovely lady . When calling the *** number I am put from one person to another and no one seems to know what they are doing , your legal department I get sent to NU-DEBT is claiming my profile doesn't exist on their system when they punch in my *** . So please kindly close this account immediately wherever it is ?? and issue a clearance letter since the router has been handed over , if MTN cannot help me again with the home Wi-Fi Situation
1 reviews | Active since Jul 2014
MTN Service so frustrating
am writing to you so frustrated of your guys processes , today I was at Lakeside Mall MTN in Benoni and wanted to get reconnected to my home Wi-Fi and unfortunately could not be assisted because I was told my contract was terminated and I have a debt to pay which included this router of which I disputed that and confirmed that I may have a little amount to pay in after you guys deduct the router amount . I returned /gave them the router today and have proof of return with the *** number assisted by *** at the Benoni Store a very lovely lady . When calling the *** number I am put from one person to another and no one seems to know what they are doing , your legal department I get sent to NU-DEBT is claiming my profile doesn't exist on their system when they punch in my *** . So please kindly close this account immediately wherever it is ?? and issue a clearance letter since the router has been handed over , if MTN cannot help me again with the home Wi-Fi Situation
1 reviews | Active since Apr 2026
Extremely Disappointed with MTN – Failure to Rectify an Error and Poor Customer Service
After being a loyal MTN customer for numerous years, I am extremely disappointed and frustrated with the way MTN has handled my complaint. For the first time, I am seriously considering cancelling my contracts once they expire and moving to another network where customers are heard and mistakes are rectified. In May 2025, I renewed my existing contract and added a new device for my husband. The Deluxe plan advertised with my existing device included 6GB of data and 250 all-network minutes. I specifically requested via WhatsApp that the new device receive data only, as I already had the minutes I needed on my existing Deluxe plan. Unfortunately, the sales representative processed the contract incorrectly, leaving my existing device with only 6GB of data and no minutes, while the new device received both data and minutes. I immediately contacted the representative, provided proof of my original request and was assured that the error would be corrected. However, no correction was made, and she eventually stopped responding to my messages. Since then, I have sent numerous emails to MTN's head office and made several telephone calls in an attempt to resolve this matter. The only email responses I have received are automated acknowledgements, while telephone representatives have offered excuses without taking any action. Despite repeatedly explaining the problem and providing evidence, MTN has failed to rectify its own mistake since May 2025. I am paying for a Deluxe package that should include 6GB of data and 250 all-network minutes, yet I am not receiving the full benefits on my existing device as intended. I feel seriously disadvantaged as a paying customer, especially considering that I clearly communicated my requirements from the beginning. What is most disappointing is not the initial mistake, but MTN's continued failure to take accountability, communicate properly and resolve a straightforward issue despite numerous attempts on my part. I should not have to spend months chasing a service provider to correct an error that I did not make. I am utterly dissatisfied with MTN's customer service and the apparent lack of interest in resolving customer complaints. If this matter is not addressed promptly, I will consider escalating it to the appropriate telecommunications ombudsman or consumer dispute-resolution body. After years of loyalty, MTN has seriously damaged my trust in the company. I expect a proper investigation, correction of the package allocation and written confirmation of the resolution—not another automated response or empty promise.
1 reviews | Active since Apr 2026
Extremely Disappointed with MTN – Failure to Rectify an Error and Poor Customer Service
After being a loyal MTN customer for numerous years, I am extremely disappointed and frustrated with the way MTN has handled my complaint. For the first time, I am seriously considering cancelling my contracts once they expire and moving to another network where customers are heard and mistakes are rectified. In May 2025, I renewed my existing contract and added a new device for my husband. The Deluxe plan advertised with my existing device included 6GB of data and 250 all-network minutes. I specifically requested via WhatsApp that the new device receive data only, as I already had the minutes I needed on my existing Deluxe plan. Unfortunately, the sales representative processed the contract incorrectly, leaving my existing device with only 6GB of data and no minutes, while the new device received both data and minutes. I immediately contacted the representative, provided proof of my original request and was assured that the error would be corrected. However, no correction was made, and she eventually stopped responding to my messages. Since then, I have sent numerous emails to MTN's head office and made several telephone calls in an attempt to resolve this matter. The only email responses I have received are automated acknowledgements, while telephone representatives have offered excuses without taking any action. Despite repeatedly explaining the problem and providing evidence, MTN has failed to rectify its own mistake since May 2025. I am paying for a Deluxe package that should include 6GB of data and 250 all-network minutes, yet I am not receiving the full benefits on my existing device as intended. I feel seriously disadvantaged as a paying customer, especially considering that I clearly communicated my requirements from the beginning. What is most disappointing is not the initial mistake, but MTN's continued failure to take accountability, communicate properly and resolve a straightforward issue despite numerous attempts on my part. I should not have to spend months chasing a service provider to correct an error that I did not make. I am utterly dissatisfied with MTN's customer service and the apparent lack of interest in resolving customer complaints. If this matter is not addressed promptly, I will consider escalating it to the appropriate telecommunications ombudsman or consumer dispute-resolution body. After years of loyalty, MTN has seriously damaged my trust in the company. I expect a proper investigation, correction of the package allocation and written confirmation of the resolution—not another automated response or empty promise.
1 reviews | Active since Oct 2011
# MTN & Mondo – Misleading Sales, Failed Cancellations and Over R5,000 in Incorrect Billing!
# MTN & Mondo – Misleading Sales, Failed Cancellations and STILL Adding R2,200 in Cancellation Fees! I am absolutely disgusted by the service I have received from MTN and their sales partner, Mondo. I have been a loyal MTN customer for many years, but the way I have been treated over the past few months is beyond unacceptable. This nightmare started when I was misled by a Mondo salesperson into taking out an additional contract. When I realised what had happened, I requested cancellation. Since then, I have spent countless hours on the phone and sending emails, trying to get MTN and Mondo to correct the situation. I have been passed from one department to another, repeatedly promised that the matter would be resolved, and assured on numerous occasions that I would **NOT be charged cancellation fees or penalties**, as the delays and problems were caused by their own sales and customer service representatives failing to process the cancellation correctly. **HERE IS WHERE THINGS STAND TODAY, 21 OCTOBER 2026:** - My latest MTN statement reflects **R5,578.60 in new charges** and an outstanding balance of **R2,536.16**, despite credits already processed. - MTN confirmed to me telephonically this morning that a further **R2,200 cancellation fee has been charged to my November invoice!** - An additional unwanted contract is STILL reflected on my profile, despite repeated cancellation requests. - I have not received the full refunds I have requested for charges relating to the unwanted contract from its inception. - I am still waiting for the requested call recordings, including the original sales call in which I believe I was misled. - Despite requesting a manager to contact me, nobody has taken ownership of this ongoing mess. **THE MOST RIDICULOUS PART?** Today, Mondo responded to my latest complaint by simply advising that MTN had processed a credit on 5 October 2026. YES, I CAN SEE THE CREDIT! My statement reflects a credit of R3,401.59 dated 5 October, but that does not resolve the problem! How can Mondo consider this an adequate response when MTN confirmed to me TODAY that I am STILL being charged another R2,200 cancellation fee? On 29 September, Mondo confirmed in writing that my cancellation request had been submitted and that they were waiting for an RMA number before escalating it to MTN. On 19 October, after yet another follow-up, I received another generic response saying the matter had been forwarded to the relevant department. Now, on 21 October, instead of addressing all the outstanding issues, they simply tell me a credit was processed! **HOW MANY MONTHS, PHONE CALLS AND EMAILS DOES IT TAKE TO CANCEL A CONTRACT?** I only want to retain the ONE longstanding MTN contract that I have had for years. Instead, I am being charged thousands of rand because MTN and Mondo cannot get their cancellation and billing processes right. **THIS IS WHAT I EXPECT FROM MTN AND MONDO:** 1. Immediately reverse the R2,200 cancellation fee on my November invoice and all other incorrectly charged penalties. 2. Cancel ALL unwanted contracts and ensure no further charges are raised. 3. Refund ALL charges relating to the unwanted contract from its inception. 4. Correct my account and provide a complete reconciliation of every charge, payment, credit and refund. 5. Provide the recordings of all calls relating to this matter, particularly the original sales call. 6. Have a senior manager contact me and take responsibility for resolving this matter. I have spent HOURS of my personal time trying to rectify mistakes made by MTN and Mondo. I have followed their processes, sent emails, called repeatedly and given them more than enough opportunities to sort this out. **WHY MUST THE CUSTOMER BE THE ONE TO SUFFER FINANCIALLY BECAUSE YOUR STAFF CANNOT DO THEIR JOBS CORRECTLY?** I am a longstanding paying customer, not someone asking for special treatment. I am simply asking MTN and Mondo to honour the assurances given to me, correct their mistakes and stop billing me for services I have repeatedly requested to cancel. If this is not resolved before my next billing date, I intend to escalate the matter through the appropriate consumer complaint channels and consider legal action. **MTN AND MONDO – STOP PASSING THE BUCK, TAKE RESPONSIBILITY, REFUND MY MONEY AND FIX MY ACCOUNT!** Complaint *** Latest MTN call ***
1 reviews | Active since Oct 2011
# MTN & Mondo – Misleading Sales, Failed Cancellations and Over R5,000 in Incorrect Billing!
# MTN & Mondo – Misleading Sales, Failed Cancellations and STILL Adding R2,200 in Cancellation Fees! I am absolutely disgusted by the service I have received from MTN and their sales partner, Mondo. I have been a loyal MTN customer for many years, but the way I have been treated over the past few months is beyond unacceptable. This nightmare started when I was misled by a Mondo salesperson into taking out an additional contract. When I realised what had happened, I requested cancellation. Since then, I have spent countless hours on the phone and sending emails, trying to get MTN and Mondo to correct the situation. I have been passed from one department to another, repeatedly promised that the matter would be resolved, and assured on numerous occasions that I would **NOT be charged cancellation fees or penalties**, as the delays and problems were caused by their own sales and customer service representatives failing to process the cancellation correctly. **HERE IS WHERE THINGS STAND TODAY, 21 OCTOBER 2026:** - My latest MTN statement reflects **R5,578.60 in new charges** and an outstanding balance of **R2,536.16**, despite credits already processed. - MTN confirmed to me telephonically this morning that a further **R2,200 cancellation fee has been charged to my November invoice!** - An additional unwanted contract is STILL reflected on my profile, despite repeated cancellation requests. - I have not received the full refunds I have requested for charges relating to the unwanted contract from its inception. - I am still waiting for the requested call recordings, including the original sales call in which I believe I was misled. - Despite requesting a manager to contact me, nobody has taken ownership of this ongoing mess. **THE MOST RIDICULOUS PART?** Today, Mondo responded to my latest complaint by simply advising that MTN had processed a credit on 5 October 2026. YES, I CAN SEE THE CREDIT! My statement reflects a credit of R3,401.59 dated 5 October, but that does not resolve the problem! How can Mondo consider this an adequate response when MTN confirmed to me TODAY that I am STILL being charged another R2,200 cancellation fee? On 29 September, Mondo confirmed in writing that my cancellation request had been submitted and that they were waiting for an RMA number before escalating it to MTN. On 19 October, after yet another follow-up, I received another generic response saying the matter had been forwarded to the relevant department. Now, on 21 October, instead of addressing all the outstanding issues, they simply tell me a credit was processed! **HOW MANY MONTHS, PHONE CALLS AND EMAILS DOES IT TAKE TO CANCEL A CONTRACT?** I only want to retain the ONE longstanding MTN contract that I have had for years. Instead, I am being charged thousands of rand because MTN and Mondo cannot get their cancellation and billing processes right. **THIS IS WHAT I EXPECT FROM MTN AND MONDO:** 1. Immediately reverse the R2,200 cancellation fee on my November invoice and all other incorrectly charged penalties. 2. Cancel ALL unwanted contracts and ensure no further charges are raised. 3. Refund ALL charges relating to the unwanted contract from its inception. 4. Correct my account and provide a complete reconciliation of every charge, payment, credit and refund. 5. Provide the recordings of all calls relating to this matter, particularly the original sales call. 6. Have a senior manager contact me and take responsibility for resolving this matter. I have spent HOURS of my personal time trying to rectify mistakes made by MTN and Mondo. I have followed their processes, sent emails, called repeatedly and given them more than enough opportunities to sort this out. **WHY MUST THE CUSTOMER BE THE ONE TO SUFFER FINANCIALLY BECAUSE YOUR STAFF CANNOT DO THEIR JOBS CORRECTLY?** I am a longstanding paying customer, not someone asking for special treatment. I am simply asking MTN and Mondo to honour the assurances given to me, correct their mistakes and stop billing me for services I have repeatedly requested to cancel. If this is not resolved before my next billing date, I intend to escalate the matter through the appropriate consumer complaint channels and consider legal action. **MTN AND MONDO – STOP PASSING THE BUCK, TAKE RESPONSIBILITY, REFUND MY MONEY AND FIX MY ACCOUNT!** Complaint *** Latest MTN call ***
1 reviews | Active since Aug 2016
THE POOREST CUSTOMER SERVICE
On the 10th of October I moved my router from the address that it was registered to not knowing that this was not allowed. On Monday 12 October, the router was returned to the address that it was registered at but it was not connected, so I called MTN on *** and was told that moving the router was not allowed. The gentleman helped me and said to wait 15 minutes and the router will be up and running. Tuesday 13 October, the router was still not working so I called again and this time was told to wait 24 hours. Wednesday, 14 October I called again and this time I was given an email address to forward the notification from MTN about the moving of the router which I did to *** at the same time I lodged a compliant on the MTN customer care website. I received an automated response saying that I will get a response within 72 hours. For a big organization like MTN, they need 72 hours to respond!!! What miserable service. The 72 hour response was an email from Aderlee Veerasamy only yesterday, 21 October, telling me that the barring is still active because the router was moved and I am thinking, "no $&!# Sherlock this was established more than a week ago and frankly I didn't have time to read the 65 page terms and conditions to inform me that the router couldn't be moved. Surely an important fact like that should have been mentioned when the contract was taken out as opposed to assume that everyone reads the fine print. I was asked to share the address that the router was to be active at, which i did. I have had no email feedback instead I have received an sms saying that the router must be returned to the address that is registered with MTN. 11 days later since my initial complaint and this matter has still not been resolved, what a useless bunch!!! This is my last resort, I actually dont know what else to do.
1 reviews | Active since Aug 2016
THE POOREST CUSTOMER SERVICE
On the 10th of October I moved my router from the address that it was registered to not knowing that this was not allowed. On Monday 12 October, the router was returned to the address that it was registered at but it was not connected, so I called MTN on *** and was told that moving the router was not allowed. The gentleman helped me and said to wait 15 minutes and the router will be up and running. Tuesday 13 October, the router was still not working so I called again and this time was told to wait 24 hours. Wednesday, 14 October I called again and this time I was given an email address to forward the notification from MTN about the moving of the router which I did to *** at the same time I lodged a compliant on the MTN customer care website. I received an automated response saying that I will get a response within 72 hours. For a big organization like MTN, they need 72 hours to respond!!! What miserable service. The 72 hour response was an email from Aderlee Veerasamy only yesterday, 21 October, telling me that the barring is still active because the router was moved and I am thinking, "no $&!# Sherlock this was established more than a week ago and frankly I didn't have time to read the 65 page terms and conditions to inform me that the router couldn't be moved. Surely an important fact like that should have been mentioned when the contract was taken out as opposed to assume that everyone reads the fine print. I was asked to share the address that the router was to be active at, which i did. I have had no email feedback instead I have received an sms saying that the router must be returned to the address that is registered with MTN. 11 days later since my initial complaint and this matter has still not been resolved, what a useless bunch!!! This is my last resort, I actually dont know what else to do.
1 reviews | Active since Oct 2026
Almost a month waiting for my R771.00 refund, passed around with no resolution
I am a customer who paid R771.00 to MTN SP Payments on 27 September 2026 for Order *** (placed 21 September 2026). My refund request was logged on 29 September 2026 (Ref: ***). I still have not received my money. What has happened since: - I called customer care repeatedly and was passed from one agent to another. Each time I had to explain the matter from the start, with no timeline and no one taking ownership. - I sent a formal complaint email asking for the status, the reason for the delay and a date. I received no meaningful response. - A service request (***) was opened and closed on 13 October 2026 without resolving anything. - I raised the matter publicly on LinkedIn. MTN South Africa asked me to send my details privately, then asked for my proof of payment by email. - I emailed the proof of payment, the payment reference (***) and my proof of account to MTN's escalations address on 15 October and again on 19 October. I sent it three times. - MTN then told me on LinkedIn that their team had not received the proof of payment. They said the matter would be reviewed again and that they would send an update, but gave no date. I have done everything that was asked of me, more than once. I have spent my own time and resources chasing a company for money that belongs to me, while MTN holds it. Being told an investigation is under way, and having to resubmit the same documents, is not a resolution. What I am asking for: 1. Written confirmation that MTN has received my documents. 2. A clear reason for the delay. 3. A firm date by which the full R771.00 will be returned to my card. 4. One named person who owns my case. If this is not resolved, I will take it further through my bank and the relevant consumer and telecommunications regulators. I would have preferred to resolve this through MTN's own channels, but I have followed every step and I am still waiting.
1 reviews | Active since Oct 2026
Almost a month waiting for my R771.00 refund, passed around with no resolution
I am a customer who paid R771.00 to MTN SP Payments on 27 September 2026 for Order *** (placed 21 September 2026). My refund request was logged on 29 September 2026 (Ref: ***). I still have not received my money. What has happened since: - I called customer care repeatedly and was passed from one agent to another. Each time I had to explain the matter from the start, with no timeline and no one taking ownership. - I sent a formal complaint email asking for the status, the reason for the delay and a date. I received no meaningful response. - A service request (***) was opened and closed on 13 October 2026 without resolving anything. - I raised the matter publicly on LinkedIn. MTN South Africa asked me to send my details privately, then asked for my proof of payment by email. - I emailed the proof of payment, the payment reference (***) and my proof of account to MTN's escalations address on 15 October and again on 19 October. I sent it three times. - MTN then told me on LinkedIn that their team had not received the proof of payment. They said the matter would be reviewed again and that they would send an update, but gave no date. I have done everything that was asked of me, more than once. I have spent my own time and resources chasing a company for money that belongs to me, while MTN holds it. Being told an investigation is under way, and having to resubmit the same documents, is not a resolution. What I am asking for: 1. Written confirmation that MTN has received my documents. 2. A clear reason for the delay. 3. A firm date by which the full R771.00 will be returned to my card. 4. One named person who owns my case. If this is not resolved, I will take it further through my bank and the relevant consumer and telecommunications regulators. I would have preferred to resolve this through MTN's own channels, but I have followed every step and I am still waiting.