B
Beverley
1 reviews | Active since Aug 2025
28 May 2026, 06:59
Billing/Accounts
I am absolutely appalled by MTN's shocking lack of internal communication and predatory automated billing systems, which are currently crippling my business operations.
On 12 May 2026, I returned a router, and a formal drawback/refund of R4,900.00 was authorized by the MTN CXO Back Office under Case Number BO*** (Reference: ***).
Despite constant follow-ups, this money has not been refunded to me.
On 25 May 2026, I was explicitly instructed by an MTN agent to pay an additional R1,500.00 to keep my phone account in good standing and prevent any service disruptions while the back-office processed my massive R4,900 drawback. I paid the R1,500 immediately.
Today, 28 May 2026, MTN completely broke its agreement and suspended my services for "non-payment"!
To make matters worse, MTN sent an SMS stating I owe R558.52, but when I click their official payat.io link, the landing page demands a completely fabricated ZAR 2,121.53!
Your system is completely blind to my R1,500 payment and is punishing me for a delayed refund that MTN owes ME.
Under South African consumer law, you cannot suspend a service while a formal billing dispute is actively being investigated.
I demand an executive supervisor manually override this automated suspension and restore my business line IMMEDIATELY today while your accounts department figures out where my R4,900 refund is.
I will be logging this directly with ICASA and the CGSO if my line is not active within the hour.
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Replies (2)B
Beverley's updateReviewer Update
02 Jun 2026, 08:44 Follow‑Up Comment (Post under your 28 May review):UPDATE (1 June 2026): Situation has escalated further
Since my initial complaint on 28 May, MTN has still failed to resolve this matter, and the situation has worsened significantly.
Not only has my R4,900 refund still not been processed, but I have now experienced further unacceptable treatment:
This is beyond unacceptable and clearly shows a complete breakdown in MTN’s internal processes.As it stands:
I am currently unable to work due to this suspension, which is directly impacting my income and business operations
I have honoured every payment requested by MTN, including the R1,500 payment specifically made to prevent suspension, yet I am being penalised for MTN’s own delays and system failures.This matter has now been escalated to executive level, and I am in the process of lodging formal complaints with ICASA and the Consumer Goods & Services Ombud (CGSO).
MTN needs to urgently:
Since my initial complaint on 28 May, MTN has still failed to resolve this matter, and the situation has worsened significantly.
Not only has my R4,900 refund still not been processed, but I have now experienced further unacceptable treatment:
- I was contacted by MTN and placed on hold for over 30 minutes with no resolution
- While I was still waiting, my services were actively being suspended
- I am now being contacted and told that I owe MTN money on a contract that I have already paid
This is beyond unacceptable and clearly shows a complete breakdown in MTN’s internal processes.As it stands:
- My services remain disrupted
- MTN still owes me R4,900
- My account is incorrectly flagged for non-payment
I am currently unable to work due to this suspension, which is directly impacting my income and business operations
I have honoured every payment requested by MTN, including the R1,500 payment specifically made to prevent suspension, yet I am being penalised for MTN’s own delays and system failures.This matter has now been escalated to executive level, and I am in the process of lodging formal complaints with ICASA and the Consumer Goods & Services Ombud (CGSO).
MTN needs to urgently:
- Restore my services immediately
- Process my refund without further delay
- Correct my account and stop wrongful billing
B
Beverley's update02 Jun 2026, 08:44
Reviewer Update
Follow‑Up Comment (Post under your 28 May review):UPDATE (1 June 2026): Situation has escalated further
Since my initial complaint on 28 May, MTN has still failed to resolve this matter, and the situation has worsened significantly.
Not only has my R4,900 refund still not been processed, but I have now experienced further unacceptable treatment:
This is beyond unacceptable and clearly shows a complete breakdown in MTN’s internal processes.As it stands:
I am currently unable to work due to this suspension, which is directly impacting my income and business operations
I have honoured every payment requested by MTN, including the R1,500 payment specifically made to prevent suspension, yet I am being penalised for MTN’s own delays and system failures.This matter has now been escalated to executive level, and I am in the process of lodging formal complaints with ICASA and the Consumer Goods & Services Ombud (CGSO).
MTN needs to urgently:
Since my initial complaint on 28 May, MTN has still failed to resolve this matter, and the situation has worsened significantly.
Not only has my R4,900 refund still not been processed, but I have now experienced further unacceptable treatment:
- I was contacted by MTN and placed on hold for over 30 minutes with no resolution
- While I was still waiting, my services were actively being suspended
- I am now being contacted and told that I owe MTN money on a contract that I have already paid
This is beyond unacceptable and clearly shows a complete breakdown in MTN’s internal processes.As it stands:
- My services remain disrupted
- MTN still owes me R4,900
- My account is incorrectly flagged for non-payment
I am currently unable to work due to this suspension, which is directly impacting my income and business operations
I have honoured every payment requested by MTN, including the R1,500 payment specifically made to prevent suspension, yet I am being penalised for MTN’s own delays and system failures.This matter has now been escalated to executive level, and I am in the process of lodging formal complaints with ICASA and the Consumer Goods & Services Ombud (CGSO).
MTN needs to urgently:
- Restore my services immediately
- Process my refund without further delay
- Correct my account and stop wrongful billing
B
Beverley's updateReviewer Update
02 Jun 2026, 10:06 Follow‑Up Update (Add to your complaint):UPDATE (2 June 2026): MTN now falsely claims I owe R9,000
This situation has now reached a completely unacceptable level.After everything outlined in my original complaint, I have just had another call with MTN — and instead of resolving my issue, I am now being told that I owe them over R9,000.
This makes absolutely no sense, and I strongly dispute this:
Yet somehow, MTN has:
This is completely illogical and unacceptable.It is clear that:
At this point, I am being financially prejudiced and prevented from working, while MTN continues to make incorrect and escalating claims against my account.
This situation has now reached a completely unacceptable level.After everything outlined in my original complaint, I have just had another call with MTN — and instead of resolving my issue, I am now being told that I owe them over R9,000.
This makes absolutely no sense, and I strongly dispute this:
- On 12 May, I returned a router and MTN owes me a R4,900 refund
- On 25 May, I paid R1,500 as instructed to prevent service suspension
- I have never missed or skipped any payments
Yet somehow, MTN has:
- Failed to refund my R4,900
- Suspended my services anyway
- And is now incorrectly claiming I owe R9,000
This is completely illogical and unacceptable.It is clear that:
- MTN’s billing system is severely flawed, or
- My account has been completely mismanaged internally
At this point, I am being financially prejudiced and prevented from working, while MTN continues to make incorrect and escalating claims against my account.
B
Beverley's update02 Jun 2026, 10:06
Reviewer Update
Follow‑Up Update (Add to your complaint):UPDATE (2 June 2026): MTN now falsely claims I owe R9,000
This situation has now reached a completely unacceptable level.After everything outlined in my original complaint, I have just had another call with MTN — and instead of resolving my issue, I am now being told that I owe them over R9,000.
This makes absolutely no sense, and I strongly dispute this:
Yet somehow, MTN has:
This is completely illogical and unacceptable.It is clear that:
At this point, I am being financially prejudiced and prevented from working, while MTN continues to make incorrect and escalating claims against my account.
This situation has now reached a completely unacceptable level.After everything outlined in my original complaint, I have just had another call with MTN — and instead of resolving my issue, I am now being told that I owe them over R9,000.
This makes absolutely no sense, and I strongly dispute this:
- On 12 May, I returned a router and MTN owes me a R4,900 refund
- On 25 May, I paid R1,500 as instructed to prevent service suspension
- I have never missed or skipped any payments
Yet somehow, MTN has:
- Failed to refund my R4,900
- Suspended my services anyway
- And is now incorrectly claiming I owe R9,000
This is completely illogical and unacceptable.It is clear that:
- MTN’s billing system is severely flawed, or
- My account has been completely mismanaged internally
At this point, I am being financially prejudiced and prevented from working, while MTN continues to make incorrect and escalating claims against my account.