Complaint

Title: Debit order charged after line was migrated to prepaid

Complaint:

On Monday, 1 September 2025, I received an email confirming that a 30-day notice had been set for the migration of the following numbers to prepaid, effective 27/09/2025:

***

***

The email explicitly confirmed that cell number *** would be migrated to a prepaid number.

Despite this, on 07 January 2026, a debit order went through on my bank account with the following details:

MTN SP A****** – R570.36

This debit order was unexpected and unauthorised, as the number should already have been migrated to prepaid months earlier and should no longer be billed on contract.

I would like:

A full explanation for why this debit order was processed

A refund of R570.36

Written confirmation that *** is correctly on prepaid and that no further debit orders will be processed

I trust this matter can be resolved urgently.