BILL SHOCK- Incorrect Data Billing Due to MTN Store Consultant Error – Request for Immediate Resolution Before Debit Run

Dear MTN Customer Care Team, I am writing to formally lodge a complaint regarding the handling of my new MTN contract taken out on 23 December 2025 at the MTN Centurion (@redsmall) store. The service I received has resulted in incorrect billing, significant inconvenience, and unresolved escalations despite multiple attempts to engage with MTN. 1. Contract Setup and Consultant Error On the day of signing, I was assisted by Tebatso Mahlokwane, to whom I clearly communicated that I require all services to be capped — specifically data usage — as I wanted to avoid unexpected charges. As a former MTN employee, I understand the importance of this step and made my requirements clear. Despite this, my first invoice dated 5 January 2026 reflected unusually high data charges. I immediately contacted the MTN hotline and was informed that my data was not capped. This directly contradicts what I instructed and expected from the consultant who assisted me. 2. Store Follow-Up and Confirmation of Negligence I then contacted the store and, after being unable to reach Tebatso over the phone, went there in person. During our discussion, he confirmed that: He forgot to close the pending approval on 24 December 2025, He failed to take the required screenshot of the pending screen (a standard MTN process), He only app**** the cap on 5 January 2026, after the charges had already accumulated.

These errors directly resulted in the incorrect billing on my account. 3. Failed Dispute Logging and Lack of Transparency Tebatso assured me on 5 January that he would log disputes on my behalf and provide feedback within 48 hours. I never received any follow‑up. When I returned to the store, I was informed by Sandra that: The logged tickets had been closed, (SR#*** & RITM***) The documentation failed to mention the consultant’s admitted oversight, MTN now considers me liable for the charges.

This is unacceptable, as the incorrect billing is a direct result of MTN’s internal process failure — not my actions. 4. Personal Circumstances and Repeated Store Visits This matter has caused undue stress and inconvenience, especially as I am heavily pregnant and unable to repeatedly visit the store due to MTN staff being unavailable or unwilling to assist telephonically. I have been forced to manage this issue myself despite clear evidence of staff error. 5. My Request I respectfully and urgently request that MTN: Reverse all incorrect out‑of‑bundle data charges reflected on my January invoice. Reopen and correctly log the dispute, including the consultant’s documented admission of fault. Provide written confirmation that my data and minutes are properly capped going forward, with supporting evidence (screenshots). Resolve this matter before the end‑January debit order, as I should not be financially penalized due to MTN staff negligence.

I am a long-standing MTN prepaid customer and chose to take a contract with confidence — but my first experience has been deeply disappointing and financially distressing. I kindly request urgent written feedback within 5 working days so this can be resolved before billing runs. Thank you for your attention to this matter. I look forward to a fair and timely resolution.