Contract Billing Error & Unacceptable Customer Service

Dear MTN Customer Service, I’m writing to express my extreme dissatisfaction with both the mishandling of my contract upgrade and the rude customer service I received this morning.

Six months ago, I upgraded my cellphone contract. Instead of replacing the old phones, MTN continued billing me for the old devices and added the new ones—charging me for both under separate contract s it seems. This is completely unacceptable.

To make matters worse, I’ve now received a notice claiming I’m six months in arrears, despite all agreed-upon debit orders having gone through—proof of which I can provide. If there truly was a payment issue, I should have been notified immediately, not blindsided half a year later.

When I called to resolve this, I was met with an agent whose attitude was shockingly unprofessional.