False information given to a client for sales .

I am writing to formally raise a complaint regarding my MTN contract and the incorrect information provided to me by one of your agents.

In January, my contract came to an end. Unfortunately, I did not cancel it 30 days prior to expiry. Thereafter, I received an SMS stating that my monthly fee would increase from R299 to R1900, which was extremely shocking.

I immediately contacted MTN to request cancellation. I was transferred to a recoveries agent who informed me that if I cancelled, I would still be liable for the R1900. He then advised me to upgrade to a SIM-only deal, stating that this would remove the R1900 charge and that I would only pay a prorated amount for the data used out of contract.

Based on this information, I agreed.

However, at month end, MTN attempted to deduct approximately R2400 from my account. My usual total monthly payment was around R680. MTN only deducted R1300, which is still significantly higher than what I was advised.

On the 25th, I requested the call recording of my conversation with the agent. I was informed it would take two weeks. To date, I have not received it.

If I do not receive feedback within the next 48 business hours, I will escalate this matter to the Ombudsman, as providing false or misleading information to a client is unacceptable and ********.

I request:

A full breakdown of the charges

The call recording as requested

Immediate correction of the incorrect billing

Confirmation of my contract status

I look forward to your urgent response.