FORMAL COMPLAINT – UNAUTHORISED DEBIT & OVERCHARGE

To Whom It May Concern, I am extremely dissatisfied with the manner in which my account has been handled. I was contacted by one of your agents who advised that, due to complaints from customers on the 30GB Night + 30GB Day plan for R199, MTN would be migrating customers to 80GB Anytime data, at the same price of R199. At no point did I agree to any price increase or authorise a change to my debit amount. Despite this, MTN has debited R398 from my account this month, which is double the agreed amount of R199. This debit was done without my consent, without notification, and without any explanation. Please note the following: I did not authorise a debit of R398 No contract amendment or approval was given by me This constitutes an unauthorised debit and billing error I hereby demand: An immediate refund of the excess amount debited A written explanation detailing why my account was debited R398 Confirmation that my package is correctly billed at R199 going forward Assurance that no further unauthorised debits will occur Should this matter not be resolved urgently, I will have no choice but to escalate the complaint to MTN management, my bank, and ICASA. I expect this issue to be treated with urgency.