Debited for services not rendered

The service received from MTN South Africa is beyond shocking. The follows an incident that has been dragging since early 2025. I have called the call center, gone to their stores and even wrote to them to date there is no resolution to this atrocious service yet they continue to debit money from my account for services I have never received.

The below is my written correspondence to them, which according to them is still under investigation.

In March 2025 I took up a wifi solution with MTN whereby I was assisted by Thabiso Komane. During our interaction I specifically highlighted to him that the wifi was to be used in Mpumalanga and he requested an adress to check if there was coverage in the area on the package I was opting for. He then confirmed that there was coverage, however, since the contract will be under my name it must be delivered directly to me. I was ok with the arrangement and we proceeded. A link was then sent for service activation and pro-rata payment (***|MTNAP331313)

The wifi was delivered and was then sent to Mpumalanga where it was intended for. When it got there, they were not able to use it and I called the MTN call center seeking assistance. Various agents tried to assist but none of the solutions seemed to be working until eventually one of the agents advised that the services are not available in that area as the package selected is a 5g and the area is 4g covered.

He further advised that I must return the wifi to the nearest MTN branch, which mom my did and it was returned to MTN Hazyview. I requested the branch if this can not be swapped or cancelled and they advised they are not able to do it but I must call the call center. On their side they will log a request for return and they provided me with this number IRMS***.

I called the call center and was sent from pillar to post and was finally advised I need to visit a store. I went to MTN Meadowdale, and spoke to one of the service agents who was full of attitude and presented himself as though he was not willing to help. He was provided with the IRMS and he advised the package has not been registered on the system as returned but still in the warehouse .

Throughout this time I've had to pay for the contract activation and have been debited on my account for a Service I have not even once utilized.

It's disappointing that your service agent failed to provide the correct support during the sales call (I assume he was chasing target to make commission and I just became a number to him to push target). Over and above that I have had to endure the pain of waiting on the call center line sometimes for over 30 minutes just to be told I must go a store. Again when I follow the advice that has been provided I'm yet again met with another dead end whilst MTN continues to charge me for Services I'm not receiving. This is not the first contract I had taken with MTN, however, this time it has proven to be nothing but a horrible nightmare.

I would therefore like to request for a refund for all the monies that have been charged to me and the contract to be officially canceled.