DIsgustin Customer Service

My mum had an outstanding amount on her account which she settled. She then received an sms stating that her January debit order of R118.00 was not successful and that her outstanding balance was now R130.33.

I called the customer service and spoke to a lady named Zini, she advised me that i was allocated R235.00 airtime in December 2025 and that the R130.33 was the pro-rata amount that needed to be paid. The problem is, I never agreed to have a migration done in order to receive this airtime. Zini advised that I call the Sales department on *** which i did.

I spoke to a lady named Khimona who was very helpful and assisted in logging an investigation on wednesday 07 January 2026. I called in on 09 January 2026 and she advised the outcome of the investigation was that the clients query was valid and that the client did not agree to the migration and the airtime of R235. Furthermore the Agent did not read the legal terms and conditions to the client. Khimona then proceeded to log a reversal of the migration as well as the R130.33 pro-rata which i was charged. She advised to call the billings department as my lines had been suspended on 08 January 2026, in order to have my lines reinstated.

I called and a guy named Mesuli advised I was owing the R118.00 and refused to get a supervisor or manager and was just trying to get me to end the call, going further to say to a colleague in the background (ungifuni droppa) that i didnt want to drop the call to free up the line.

He then told me that there is nothing that He can do for me until i pay the outstanding amount, which was no doing of my own. He then proceeded to tell me the Sales department can only help me whish was a lie as confirmed by the agent i spoke to. She transfered me to customer care and the agent I spoke to checked and even stated "where did this R118.00 come from?" She confirmed the amount as R130.33 which has been processed already for reversal.

She could not activate my lines as the system was blocking her so she logged a ticket and i will follow on 10 January. I will post an update soon

Most of MTN's agents are the worst, which counts against the few good ones that i have encountered, that will really go out of their way to assist.