Formal Complaint Regarding Service and Billing Issues

I am writing to formally express my dissatisfaction with the service I have received following my recent contract with MTN, which commenced last month at a rate of R269 per month.

In August, I signed up for the aforementioned contract and was immediately charged for it. However, the service delivery has been far from satisfactory. The SIM delivery, which was promised within three days, took approximately a week and a half. Furthermore, it took an additional week for the SIM to be activated. During this time, I repeatedly attempted to contact both your call center and the delivery company, spending hours waiting to speak with consultants who were often rude and unhelpful.

Ultimately, I had to visit a physical store to activate and RICA my SIM card. This situation has rendered the service I paid for completely unusable for an extended period, which I find unacceptable.

To compound my frustration, I have noticed an erroneous deduction of R430 from my account this month, despite the agreed-upon contract amount of R269. This unexpected charge is particularly concerning, as I am being overbilled for services I have not adequately received.

I have made multiple attempts to contact your customer service via phone and in-store, but my efforts have been met with minimal success, as calls go unanswered, and in-store staff have been unable to provide assistance.

I kindly request that you address this matter promptly. I expect a clear explanation regarding the unexpected charge, a refund of the additional amount deducted, and reassurance that similar issues will not occur in the future. I would appreciate a response within 24 hours, as I am eager to resolve this matter amicably.

Thank you for your attention to this issue. I look forward to your prompt response.