Contract came to an end with MTN, yet they continue to debit my account and charge me. They try to maintain money coming into their accounts in ways that go against our rights as consumers.

I initiated a contract with MTN online and finalized it online, going into a 12 month contract with MTN as of the 30th of November 2024. It was for a Home internet contract that had a Huawei H155-382 handset with it.

This product was delivered to my home and the payments for the next 12 months ranged at R324.09.

When November 2025 came, the end of my contract term, I received communication from MTN stipulating that the contract was ending and if I would like to renew I should contact MTN or the contract would move to month to month. I responded to MTN and wrote in an email that I will not be moving forward to month to month as I do not wish to continue my contract with MTN. I had strugggled with decent internet coverage throughout the term of the contract and I had written multiple emails regarding the bad service of which I was never assisted nor was a technician ever sent to my home to get it sorted out and hence I did not even wish to go onto another term with MTN, however I waited for my contract term to come to an end and I literally paid all my dues every single month without fail.

To my surprise and dismay, MTN is now debiting my account post my email and clear communication that I do not wish to continue with MTN, and debiting it with an even larger sum, of R499. With clear discontentment and confusion, I contacted MTN again on multiple attempts, with both emails and calls; a call which even went as far as me still waiting for the manager to assist me with an explanation, to this day he or she has not reverted back to me. The manager was requested because a MTN consultant failed to explain to me why I would be charged for something that was not stipulated in the initial contract between myself and MTN. I have attached this contract to multiple emails to MTN and also stipulated the terms of the contract to the consultant on the telephone of which they have all failed to answer me to highlight where in the contract it states that I would move to a month to month even after I have stated I do not wish to and where in the contract it is said that I should bring back the router because I would believe that the router is included in the amount charged monthly.

The consultant then said to me that the reason I was being charged was because I had not returned the device to MTN and in order for me to stop getting charged would be by returning the device (home router) to a MTN store - to which I responded in asking why this was not in the contract and again if that is the case may the consultant then book that the device be collected FROM THE SAME ADDRESS THAT IT WAS DELIVERED TO AS THE CONTRACT WAS DONE ONLINE AND THE PRODUCT DELIVERED TO MY HOME, I NEVER WENT TO THE STORE AND I DO NOT UNDERSTAND HOW I AM NOW EXPECTED TO GO INTO THE STORE. There are various reasons I could outline as to why people purchase things online and do not go into stores, some have medical conditions that restrict them from going to the store, and I for one added onto the above stated reason that I do have a medical condition which restricts my movements, especially to malls and hence I prefer to purchase things online. Communication was omitted to me when I purchased the service and/or product and it is still being omitted with the audacious action of knowing that whether you state you rights and write to them, and even their ombudsman, unfortunately nothing is done. I have gone through the reviews on here and they do not look good at all for MTN, I am not the only client they are doing this to, in fact we are going ‘50 clients being harassed by a company that believes they are above the law.

Nonetheless I have not received a call back from the manager of the consultant that I spoke to on the day of enquiry in January 2026; I have not been sent any communication as to where this was stipulated in my contract because the contract that I have states that after the term of the contract only then the MTN Client will own the product, stating that a term is usually 12 months unless stipulated otherwise by MTN; of which my contract clearly states my term as 12 months even in line with the details of the product.

Above and beyond my reasoning and the above stated; I have gone to the MTN store, leaving my comfort and health and went to a mall with the said instruction because regardless of my constant communication to MTN, with my time and airtime, the company has continued to debit my account even though they are not authorized to do as I am not in contract with them and I stipulated that I do not wish to continue with their contract especially because I did not receive any internet coverage during the period of contract and was not assigned to resolve that. I went to the MTN store as I was literally being bul**** to return the device even after asking multiple times where that was outlined, only to be told that it would be useless to book in the device because there are outstanding payments for the account, payments that I queried and asked that the device must then be fetched in the same way it was delivered if I would be charged for something I did not agree to but now when I actually walk in as they have stipulated multiple times, I am told that it would still not cancel my contract because of the outstanding amount? How can MTN charge me for something I do not use nor want? So much so that they know that I do not use the internet and hence I have not even received any statements from MTN since my contract came to an end but my account is being debited and I am expected to pay for a service I did not agree nor sign to be in.

I expected the manager to get back to me to this day; I also expected to be shown where in my contract it was stipulated that ‘I need to return the device after a 12 month contract or otherwise I liable to pay a month to month fee’.

This goes against my consumer rights and as MTN, they are literally proving to me and my loved ones to never trust MTN one, with delivering efficient and fair service and two, with my confidential information such as ID Number and banking details because MTN ends up abusing them.

My credit score has changed because of MTN’s misconduct and shortfalls, shortfalls of having staff that actually do not attend to customers even when they inquire and yet MTN keep debiting the customer’s account. I expected this to be fixed. I even sent additional emails, similar to this, thinking thy would assist however to this day I have not received any response and it is now post 4 months and I then escalated this matter to their Ombudsman *** on the 25th of March 2026 already, and today I have note received a response from the ombudsman, not a reference number, not even an acknowledgment of mail, this is so frustrating to say the least and has affected my health with their ongoing bullying of my account and my name.

It was not that I was running away from my contract obligations, instead MTN has been shying away from being direct and open and honest with me not getting back to me because they know that one; our contract ended with no outstanding payments from me during the term and I stated in time that I do not wish to continue on a month to month and MTN has also failed to outline where in our contract it was stated that I would be forced into a month to month contract until I return their device, a device of which to my knowledge and as per the contract of sale states that I own it as the client. MTN has not responded to my email or query for over 4 months and yet call me every week and almost every day asking me when I will be paying my account and every time I answer their phone and ask them to check my query as it is in line with what they are asking and I am told that they are calling from the “Collections department” and I should be advised that there are diffident departments in MTN yet when I ask them to make a note of my query on their system than to call me daily, they still call me even after sending a reference of the call, they close the reference, I am literally being harassed and bul**** by MTN.

I sent MTN the IRMS number they were saying they require in order to stop billing me and a copy of the documentation given in your store of me returning the home router however they have continued to debit my account, even for April and even took the amount higher, stating that ‘I owe them R7 078.50.

I need my credit report to be rectified because I am not in contract with MTN and our contract came to an end of which I paid them what was due to them every month during the course of the contact. My communication to them as stipulated my reasons as to that I will not be entering a month to month contract with them, they have gone to act like ****** when they are meant to be a trusted network provider. They try to maintain money coming into their accounts in ways that go against our rights as consumers.

Please assist me with this matter, especially clearing the missed payments on my credit record and getting them to stop adding to a bill that I am not using. Surely as customers we have rights and you cannot make me pay for nothing - no service, no product yet you want to rob me of R7 078.50. I do not owe them or may they offer the clear statement on our contract that stated that I would be forced into a month to month contract with them and therefore they would continue debiting me should I fail to return the device I believe I was paying for and as per their contract that I should be owning yet they have bul**** me to return it of which I have now but after returning it they have gone further to add large sums of money stating that I should pay the sum before the 22 April 2026, yet to this day they have not even responded to my emails dating back to January 2026.

I would not advise anyone to take a contract with MTN, nor will I ever make that mistake ever again.