False advertising and ************ salesman

Been an MTN client for 28 years.

Complaint lodged on 1 July 2025:

"Good day, I received a call from an agent in May 2025 pertaining to an upgrade. I mentioned that my phone was still in good working condition and that I had no need for an upgrade. The agent the proceeded to explain that on the “upgrade” my benefits w.r.t data and minutes would stay the same but my debit order would reduce by about R50. In addition to this I would also receive a free phone. I explained that I had no need for another phone but the agent emphasized that my monthly charge would reduce in any case. As this entails a reduction in monthly charge I agreed.

Subsequent to the phone call (nothing was signed and everything is was done via phone – and hopefully recorded by MTN…) I received the attached contract with contradictory information and costs.

The agent did not act in good faith and this was definitely false advertising. My monthly instalment was about R350 and is now R460 (including a charge for a handset). Please advise regarding the way forward and reverse the incorrect charges.

If the call was recorded (which I believe was done) my concern would be very clear.

Please let me know urgently?

Hannes"

Feedback from MTN:

"Good day I trust you are well Please be advised that the customer has been assisted by our inbound team and has already been provided with the necessary feedback regarding the matter. Query deemed VALID, as the agent advised the customer that the monthly charge would be R309. However, the customer is currently being billed R359. Furthermore, when the customer inquired about any charges towards the device, the agent confirmed there would be none. Despite this, the customer is being billed an additional R90 for the device. Please be advised that a collection has been logged for the customer. DSV will contact the customer directly to arrange a suitable date and time for the collection. Kind Regards Hayden"

This was at the beginning of September. I lost all my minutes and data as per original contract and am billed extra for a handset I cannot use. Still ongoing and unresolved and looks like I will see out the contract before this is sorted!!