False sales promises and Failure to deliver service Customers

Formal Complaint: MTN Connect Router – Misrepresentation, Cancellation, Unauthorized Debits & Non-CollectionDear MTN South Africa Complaints Team,

I am writing to formally lodge a complaint regarding unacceptable service, misrepresentation, and unauthorised debits related to an MTN Connect router contract I signed up for in November 2025.

In November 2025, I received a sales call from an MTN agent named Zintle, who sold me the MTN Connect product. During this call, I clearly explained that I required a fast and reliable router for work purposes. Zintle assured me that the router would be fast, suitable for my needs, and that I would receive full assistance should I experience any problems. She further informed me that the contract amount would be R299.00 per month. Based on these assurances, I agreed to sign up.

Within seven days, the router was delivered. Upon attempting to use it, the connection only worked for a few minutes and continuously lost signal. The device was unusable. The following day, I went to MTN Maponya Mall to report the issue. I was advised that the router needed to be registered and was assured it would work thereafter. However, after returning home, the same problem continued.

I returned to MTN Maponya Mall again and was provided with a call centre number. When I contacted the call centre, a consultant named Precious advised me to return the router to the MTN store. Upon doing so, the store consultant informed me that the problem was due to poor network coverage in my area, which should have been checked before the product was sold to me. I was also advised that the call centre should arrange collection of the router.

The store consultant contacted the call centre on my behalf, and I then spoke to a consultant named Nonhlanhla, who cancelled my contract on 1 December 2025 and provided me with a reference number. I was assured that MTN would arrange collection of the router. To date, no one has contacted me, and the router has not been collected.

Despite the cancellation and the fact that the router has never worked, I received the following unauthorised debits on 31 December 2025:

R89.00 debited from my Savings Pocket Account (not my current account)

R350.00 debited later the same day (MTN reference)

R82.66 debited again the same evening (MTN reference)

These charges are completely unacceptable, especially considering:

The service never worked

The contract was cancelled within a short period

The monthly amount sold to me was R299.00

MTN failed to arrange collection of the router as promised

I hereby formally request:

Immediate arrangement for the collection of the MTN Connect router.

Full reversal and refund of all amounts debited, including the R89.00, R350.00, and R82.66.

Written confirmation that my contract has been fully cancelled and that no further charges will be app****.

An explanation for the unauthorised debits and the incorrect amounts charged.

The level of service I have received from MTN South Africa has been extremely disappointing. The sales process involved repeated follow-ups, yet when the product failed and assistance was required, no accountability or support was provided. This experience does not reflect the standards expected from a brand of MTN’s size.

I expect this matter to be resolved urgently.

Kind regards,