Charged R5,000 After Cancelling a Broken Service — No Help from MTN

I honestly have no words for how frustrating my experience with MTN has been.

I signed up for the Home Premium 35Mbps Uncapped package (R545/month, device included, month-to-month). From the start, the connection constantly dropped — sometimes for 10 minutes, other times for hours. I took the device to three different MTN stores, and no one could tell me what the issue was.

This went on for months and started to affect my work and studies, forcing me to spend extra every month on mobile data just to get anything done. Eventually, I’d had enough and cancelled my contract at the end of September.

Then out of nowhere, on 5 November, I received an invoice for R4,999 with the description “Miscellaneous Service Level Once-Off (Adhoc) Charges.” What on earth could possibly justify that amount when my plan was only R545 a month?

I’ve tried contacting MTN and will try visiting stores again but, fear that I will not be assisted as per usual and it will be a waste of time. I’m now being billed almost R5,000 for a service that never worked properly, and I’m worried it’s going to affect my credit record if I don’t pay this clearly incorrect charge.

Honestly, this has been one of the worst customer service experiences I’ve ever had. I just want someone competent at MTN to review this charge, explain what it’s for, and fix it.