Incorrect billing of ZTE Router contract & poor communication

I NEED HELLOPETER’S ASSISTANCE – MTN HAS NOT EXPLAINED MY BILLING

I am asking Hellopeter to assist me in escalating this matter with MTN because I have been trying to get a clear explanation of my account and the charges being app****, but I am continuously being sent in circles.

I took out an MTN ZTE router contract around the third week of June. At the time of signing up, the MTN agent specifically advised me that the remaining days of that month would be free and that I would only be billed the agreed R339 monthly amount from the following month.

I was never informed about any prorata charges that would subsequently be added to my account.

Had I been told that I would be charged additional prorata amounts, I would have reconsidered taking the router because the cost implications were not what I was led to understand at the time of the sale.

I have now checked my statement and there are additional charges appearing on the account that I do not understand. The amount reflected for October is now approximately R2,300, despite the fact that I have already been making monthly payments.

What is even more concerning is that MTN has been debiting my account separately. I believe that approximately R339 was deducted in the first month, followed by deductions of approximately R400 in subsequent months. Despite these deductions, my account is still showing an additional amount of more than R2,000.

I have repeatedly contacted MTN and asked them to provide me with a clear itemised explanation showing exactly how the outstanding amount of approximately R2,300 was calculated.

Instead of receiving a clear breakdown, I am being passed around and receiving explanations that do not properly reconcile the amounts already deducted from my account with the balance now showing on the statement.

I also requested the recording of the original sales call approximately a week ago because I need to verify exactly what was communicated to me regarding the charges, billing and the amount I would be paying.

To date, MTN has still not provided me with the recording.

This is extremely concerning because the call recording is directly relevant to the dispute. I need to establish whether the prorata charges and other additional charges were actually disclosed to me before I agreed to the contract.

I am requesting the following: A complete itemised statement showing every charge app**** to my account from the commencement of the contract. A reconciliation showing every debit MTN has taken from my bank account and exactly what each payment was allocated towards. A clear explanation of how the current approximately R2,300 balance was calculated. An explanation of all prorata charges, including when these charges were disclosed to me and where this was communicated. The recording of the original sales call that I requested approximately a week ago. An explanation of the additional charges appearing on the account. Confirmation of what amount I was actually contracted to pay monthly and why approximately R400 has been deducted instead of the agreed R339. A proper investigation into the billing discrepancies before any further collection activity is pursued. If the charges cannot be substantiated, I want the incorrect/disputed charges removed from my account. I also want my contract cancellation request properly processed and written confirmation provided.

I have tried to resolve this directly with MTN, but I am not receiving a clear answer. Every time I ask "How did you arrive at this R2,300?", I am sent around in circles.

I am therefore asking Hellopeter to please assist me in escalating this matter to someone at MTN who can properly investigate the account and provide a documented response.

I am not refusing to pay a legitimate amount that I owe. I am disputing charges that have not been properly explained to me and requesting evidence of what was communicated to me when the contract was sold.

At this stage, I simply want transparency, a proper reconciliation of my account, the requested call recording, and a fair resolution.