Contract Renewal, Billing Errors, and Service Suspension

Dear MTN South Africa Customer Care Team,

I am writing to express my extreme dissatisfaction and frustration regarding a series of errors and unacceptable customer service issues related to my account and recent contract renewal. My experience since August has been a complete nightmare, and it is profoundly disappointing given my 24 years as an MTN customer.

1. Misleading Contract Renewal and Unexpected Charges

August Contract Renewal: I reluctantly agreed to renew my contract after being harassed for days. The gentleman assisting me stated my new monthly payment would be R310.00. Undisclosed Costs: The agent failed to inform me that I still had two outstanding payments on my old handset/contract, despite the contract being renewed earlier due to MTN's own continuous follow-up. Incorrect Billing: In October, after paying the agreed R310.00, I received a bill for approximately R1,000.00. Charged for a handset I did not receive or upgrade to. Action Taken: I only requested and accepted a SIM-ONLY upgrade/ renewal. · Billing Error: I am currently being charged for a handset.

2. Repeated Errors, Broken Promises, and Service Interruption

First Complaint & Escalation (October): Upon querying the R1,000.00 bill, I was informed of the outstanding handset payments. I complained and was promised an "escalation" with a callback. True to form, and in line with MTN's unfortunate habit, no one contacted me. Payment Arrangement Failure: I subsequently arranged for the outstanding balance to be divided and paid over two months. MTN has clearly lost my paperwork or failed to process this arrangement correctly. Unjustified Suspension: My account is now suspended, and I cannot make calls due to an alleged outstanding amount of R1,000.00, despite the payment arrangement I made. Current Issue & System Error: Upon contacting MTN again, I was informed there is a massive error on my account and they cannot unblock my phone due to an unexplained "July arrangement" on the system that I never requested. Second Broken Promise: I was AGAIN told that MTN will "escalate" this issue. This repeated failure to act and the inability to unblock my service immediately, despite the error being on MTN's side, is completely unacceptable. 3. Persistent Debit Order Issues

Unauthorised Debit Order: Despite my preference for EFT payments throughout my 24 years with MTN, a debit order has been placed on my account. Costly Error: MTN continues to attempt to process this debit order using a cancelled bank account, which is now costing me money due to penalty fees on my side—an error that is AGAIN MTN's responsibility. Demand: I demand that the Debit Order be permanently removed from my account immediately. This prolonged series of errors, misinformation, and lack of follow-through has severely impacted my ability to use my phone and has caused me undue stress and financial inconvenience. As a loyal customer of 24 years, I expect a functional service and professional resolution.

I demand the following immediate actions:

Immediate restoration of my service/unblocking of my phone. A complete, detailed explanation of the account errors, including the "July arrangement." Permanent removal of the Debit Order instruction from my account. A commitment to resolving the outstanding balance issue in line with the payment arrangement I made, or a suitable alternative, acknowledging the inconvenience and system errors caused by MTN. Direct contact from a dedicated Escalation Manager within 24 hours to confirm these steps have been taken. Immediate removal of the unauthorized handset charge from my account. Confirmation that the account balance is corrected to reflect the true SIM-only agreement. Full resolution of all outstanding issues previously detailed (service unblocking, debit order removal, and system error rectification).