BAD SERVICE, UNFAIR CHARGES, ONGOING QUERY FOR LAST 3 MONTHS

Dear MTN

I am not happy with the service I am getting, running around in circles.

I have so many times queried the extra charges that I am being charged with.

I did not agree to these extra fees and charges, and I was never told about it.

Please, please, I don’t know how many times I have asked to refer my case to a manager.

I did not ask to migrate; I signed up to be on a 3-year contract on the small plan. It is not my problem that the plan no longer exists, and that I must pay migration fees and pro rata fees.

Every time a different person is assisting me, that does not know what is going on, telling me different things.

November 2025 Statement query November invoice total R640.81, which included pro rata and migration fees I queried this, as on 24/10/2025 I was called by an MTN agent telling me I must take the yellow plan, it will be cheaper for the remainder of my contract, I will be paying R328 per month instead of R343.95 not telling me about all these extra fees, but I got an invoice for R640.81. After numerous emails, it was investigated. I was called by MTN agent and told that the investigation is in my favour on the 02/12/2025, that I was never told about these extra fees, the charges will be refunded. I asked her to rather go back on to my old plan. The MTN consultant told me that my plan no longer exists and that is why the agent called me. She again offered me another cheaper plan she said I will be paying a total of R340 instead of R364. I said to her I don’t want to be surprised again and see additional fees, migration, and pro rata fees, she said no I will not see any additional fees. December invoice statement query Statement total of R470.03, I query this again. After numerous emails an MTN agent calls me again to provide feedback 15/01/2026, telling me the migration fees will be refunded/credited, she will find out regarding the pro rata fees and the correction of my statement, she is also seeing I was charged twice additional fees, migration prorate etc Nov statement as well as December statement MTN agent says she will call me on Monday 19/01/2026. I received no call. Then received my January statement, my account has still no been corrected.

Regarding my debit orders My normal debit order was R364 per month and my account was up to date (October 2025 statement) and had no

I authorised R328 to be taken of my bank account as that was what I was told by the agent who called me 24/10/2025

I authorise R340 to be taken of my account as that was what I was told by the second agent, who called me 02/12/2025.

The following debit orders (amounts) was taken of my bank account by MTN Nov R329 Dec R329 Dec R346.81 Jan 2026 R329 Jan 2026 R141.03 Total R1 474.84

I should have paid Nov R328 Dec R340 Jan 2026 R340 Total R1008

Difference R466.84 ***ed to me), I would please like this amount to be refunded to my bank account.

I had no issues before my November 2025 statement, and my account was up to date.

Please refer my case to a senior, manager to resolve.

Why must I have to pay extra fees because the plan which my 3-year contract no longer exists before my contract is finish, it is not my problem that MTN’s plan don’t exist, then I must pay additional fees.

I did not ask to migrate, I was told my plan no longer exists, now I am being charged additional fees, which is not fair.

This whole experience is bad in solving and the correction my account balance and refund of these extra fees and charges which I never agreed to.

Please refer me to Senior Management Level to assist me.

Regards