Formal Complaint – Misleading Call and Unauthorised Billing

To: MTN South Africa (Pty) Ltd CC: Rewardsco (Pty) Ltd

Date: 18/07/2025

Subject: Formal Complaint – Misleading Call and Unauthorised Billing

Dear Sir/Madam,

I am writing to formally lodge a serious complaint regarding an interaction with a representative claiming to be from MTN, and to express my absolute dissatisfaction with the subsequent billing on my account.

On 18 June 2025, I received a call on my business contract number – ***. The number that contacted me was ***, which reflected as MTN. The caller, a woman, discussed my personal MTN contract numbers – *** and ***.

She advised that MTN could see I was frequently purchasing additional airtime and data on those personal numbers, and offered a migration to new packages which would provide increased benefits at no additional cost. I specifically and repeatedly asked her to confirm that my monthly subscription fee would remain unchanged, and she assured me multiple times that it would. Based on that assurance, I agreed to proceed with the migration, on the condition that my monthly fee would not increase.

However, to my shock and disappointment, the billing received on 12 July 2025 now reflects a total of R2,152.71, whereas my usual monthly billing has always been R1,064.52. This is an increase of R1,088.19—an amount I never agreed to, nor was informed about.

This is completely unacceptable and constitutes misrepresentation. I did not consent to any increase in cost. I therefore demand the following:

1. An immediate reversal and refund of the R1,088.19 to my MTN account.

2. That my monthly subscription be returned to R1,064.52, as it was before the migration.

3. A written explanation as to how this was allowed to happen despite clear verbal agreements to the contrary.

I expect this matter to be resolved within 7 (seven) business days from the date of this letter. Should I not receive a satisfactory response, I will be forced to escalate this matter to the Consumer Goods and Services Ombud and other relevant regulatory authorities.

Please confirm receipt of this complaint and provide a reference number for tracking purposes.

Yours sincerely, Paul Johannes Buitendag ID Number: *** Email Address: *** Contact Number: ***