Misled into additional MTN contracts and then told to open a police ***** case

I am extremely disappointed by MTN’s handling of what appears to be a misrepresented contract change.

On 17 February 2026, I was contacted telephonically by an MTN representative. I was told that mobile contracts were changing and that my current MTN data coverage would be compromised. The representative advised that MTN could move my existing contract to a new data package, at a lower cost, without triggering a new contract.

At no point was I told that this would create new numbers, require new SIM cards, or result in additional monthly charges.

I later received a new SIM card, which was confusing, and then discovered that two new numbers had been added to my account. These numbers are now being billed monthly, while my original contract remains unchanged. This is not what I agreed to.

On 11 April 2026, I visited an MTN store to raise the issue. I was asked to provide an affidavit, which I completed at Sandton Police Station and submitted to MTN. When I followed up on 5 May 2026 regarding the ***** investigation, I was told that I now need to open a full ***** case with the police.

I find this completely unreasonable. MTN should have access to the recorded sales call and can easily verify what was represented to me. I should not be forced to open a police case for MTN to investigate a transaction that originated from its own sales process.

The two additional numbers were added without my informed consent. MTN’s failure to unwind this error, while continuing to bill me for unused services, is unacceptable and deeply concerning.

Resolution requested: I want the two additional numbers cancelled immediately, all charges for these unused services dating back to February reversed, and confirmation that no cancellation penalties will apply. I also request a formal apology from MTN for the poor handling of this matter and the unacceptable burden placed on me as the customer.