Failed Process, Broken Promises, Incompetence, Abysmal

Formal Complaint – Misrepresentation and Poor Service at MTN

I am writing out of sheer frustration regarding the unacceptable service I have received from MTN. I have been a loyal customer since 1999, and for the past two years I have held a contract. I am now lodging a formal complaint about the poor customer service and blatant misrepresentation by both a consultant and the store manager during a recent contract upgrade on 23 December 2025. Despite multiple attempts to resolve this matter through the MTN Contact Centre and in person at the Liberty Promenade store, I have received no satisfactory resolution as of 24 February 2026.

On 23 December 2025, I visited the V&A Waterfront branch to upgrade my contract to a PlayStation 5. I made it clear that I did not want the data option or Wi-Fi router—only the PlayStation 5 console. Consultant Wilfred Ngulube assured me that this was possible. However, when I later met with the store manager, Anathi, I was given a voucher card to redeem the PlayStation 5 along with a Wi-Fi router. This directly contradicted Wilfred’s assurance. Anathi claimed the router was mandatory but insisted it would not be charged on my plan.

The agreed repayment amount with Wilfred was R569 per month for the console alone. Yet my first bill was approximately R750, which came as a shock. Since then, I have tried repeatedly to contact both Anathi and Wilfred, but they have ignored my calls and messages. On 6 February 2026 at 12:45, I contacted the MTN Call Centre (135), but no resolution was provided. I even visited the Liberty Promenade store on 20 February 2026, and again, no resolution was offered.

I want to make it clear: I do not want the data or Wi-Fi router that was bundled with the PlayStation 5. I only want the PlayStation 5 console, as agreed. The lies and deceit displayed by both the consultant and manager are unacceptable and disgraceful for a company of MTN’s stature.

I demand accountability and immediate corrective action against Anathi (Store Manager) and Wilfred Ngulube (Store Consultant) at the V&A Waterfront branch. This is my final attempt to resolve the matter directly with MTN. If this issue is not resolved within 7 days, I will escalate my complaint to ICASA (Independent Communications Authority of South Africa) and the CGSO (Consumer Goods and Services Ombudsman).

Sincerely, N. Mlenga *** ***