**** calls from MTN

good day

I am writing to lodge a formal complaint regarding an alleged unauthorised migration/upgrade on my MTN account and the unexpected charges that have resulted from it.

On 1 July 2026, I received a telephone call from an MTN representative who informed me that it was mandatory for everyone using MTN to migrate. At the time, I was very busy at work and asked the representative to call me back later, at approximately 16:30. However, she insisted that the migration had to be done immediately because it was supposedly mandatory for all MTN customers.

I specifically asked whether this migration would result in any additional cost. I was told that only approximately R10 or R11 would be added to my monthly payment. Based on this information, I listened to the representative and allowed the process to continue.

I would like to make it clear that I did not request or intend to upgrade my contract, nor did I knowingly agree to an additional charge of approximately R500 per month.

On Saturday, 21 August 2026, I received a payment reminder from MTN. I was extremely surprised to see that the amount due was substantially higher than my normal monthly payment.

I believe that I was misled during the telephone call on 1 July 2026. I was told that the migration was mandatory and that the additional cost would only be approximately R10–R11. Had I been informed that my monthly payment would increase by approximately R500, I would not have agreed to the change.

I therefore request that MTN:

Investigate the telephone call that took place on 1 July 2026. Provide me with the recording or transcript of the call, including the information provided to me about the migration and its costs. Provide proof of the consent or authorisation allegedly given by me for the upgrade/migration and the increased monthly charges. Reverse any unauthorised upgrade or migration and restore my account/contract to the previous package and monthly amount, where applicable. Remove any additional charges resulting from the disputed change. Confirm in writing that my credit record will not be negatively affected while this disputed amount is being investigated. I have always paid my account because I take my financial obligations and credit profile seriously. However, I will not accept responsibility for approximately R500 in additional monthly charges that I did not knowingly request, agree to, or budget for.

I am willing to pay the legitimate amount that I would ordinarily have been required to pay under my original arrangement, but I dispute the additional amount resulting from the disputed migration/upgrade.

Please treat this as a formal complaint and provide me with a written response and a reference number for the investigation.

I reserve my rights to escalate the matter to the relevant telecommunications and consumer-protection authorities should the matter not be resolved satisfactorily.