FORMAL BILLING DISPUTE: Erroneous R2500 Clawback Fee and ******** Service Suspension

To Whom It May Concern,

I am writing to formally lodge a billing dispute regarding my router contract, which was opened on 30 June 2026. MTN has suspended my services and is demanding an immediate payment of R2500, stating it is a "clawback fee" due to missed monthly payments. This is entirely incorrect. MTN has successfully deducted the monthly subscription fees from my bank account every month since the contract commenced.

Furthermore, I have received conflicting and unacceptable support from MTN representatives: On Wednesday, [2nd September 2026 ***]: I spoke to an agent who confirmed this was an internal system error, promised the profile block would be removed, and stated services would be restored within 24 hours. This did not happen.

On Thursday, [3rd September 2026 ref: 1- ***]: I called back and spoke to a different agent who aggressively demanded the R2500 payment immediately but could not explain the origin of the charge or why my successful payments were not reflected.

I am currently bound to a 24-month contract with zero service, being penalised for an internal MTN system error.

I request the following actions within 48 hours: The immediate removal of the erroneous R2500 clawback fee from my profile. The lifting of the profile block and full restoration of my router internet services. Written confirmation that my account is up to date. Should this not be resolved swiftly, I will escalate this matter to ICASA and the Consumer Goods and Services Ombud (CGSO) without further notice.