Double billing with no resolution and poor customer service.

Since February I have raised complaints regarding an unresolved billing issue that has been ongoing since February 2026.

I made my February payment through the MTN App on 12/02/2026. The app indicated that the payment would reflect within three days. However, on 16/02/2026, MTN debited my account again for the same amount, resulting in a double charge.

On 18/02/2026, I requested a refund for the duplicate debit and submitted all the required documents as requested. Unfortunately, despite multiple follow-ups via calls and emails, my cases were repeatedly closed without any resolution or refund being processed.

Due to the lack of assistance and the case being closed without resolution, I was left with no choice but to reverse the second debit order on 24/02/2026, as MTN had already received payment for February.

I am extremely frustrated with the poor customer service I have received regarding this matter. This situation could have easily been resolved if proper attention had been given when the issue was first reported.

To make matters worse, my March debit order has now increased from R459.00 to R2969.50. I have been informed that this increase is due to a “clawback fee”, which is unacceptable as I have never missed a payment and had already paid for February.