Formal Complaint – Billing Errors, Incorrect Charges & Credit Record Impact

Dear MTN Complaints Team,

I am writing to formally raise a complaint regarding ongoing billing errors on my account, which have resulted in incorrect charges and have negatively affected my credit record.

When I initially took out my phone contract, everything was in order. My debit order was successfully processed on the 1st of every month without any issues. However, after I contacted MTN to request a change of my debit order date to the 25th, this is where the problems began.

Following this change:

I added a data package with a router, after which my account was incorrectly handled.

There was confusion between premiums and pro-rata charges, and I was billed incorrectly.

A pro-rata amount was charged a month later, which should not have occurred.

As a result of these billing errors, my credit score was affected, which is unacceptable.

I have now been informed that I allegedly owe R1,300, yet this exact amount was already debited from my account in October. I do not understand why MTN is still reflecting this as outstanding when payment was successfully made.

This situation has caused me significant stress and inconvenience. I request the following:

A full investigation into my billing and payment history.

A reversal or correction of any incorrect charges.

Written confirmation that my account is fully up to date.

Immediate action to correct any negative impact on my credit profile caused by MTN’s errors.

Please treat this matter as urgent. I expect written feedback and resolution within a reasonable timeframe.