Misrepresentation and unfair contract

Misleading 5G Sales, Service Not as Sold & Unfair Contract Enforcement

I was contacted by an MTN sales agent around 09/09/2024 and specifically asked whether the 5G router deal they were offering was unlimited. I even asked if “uncapped means unlimited” and the agent clearly confirmed YES.

Based on this representation, I took a 24-month contract at R299 per month. However, after receiving the product, I discovered:

▪ The plan is not unlimited — it has data thresholds ▪ I was not informed of any Fair Usage Policy or speed throttling ▪ Once their allocated data is depleted, I must buy additional data ▪ This was never disclosed in the sales call ▪ The SIM was delivered un-RICA’d, which delayed activation ▪ My 10-day trial was compromised before I could even use the service properly ▪ Internet speeds and performance have been poor

This is a material misrepresentation of the product and not what I agreed to.

I contacted MTN and was told the matter would be investigated — it has now been more than 5 working days with no proper resolution. Instead of fixing the issue, I was simply told to speak to Retentions, where they insist I must pay penalties to cancel a contract I was misled into.

This is unacceptable and unfair consumer treatment.

I am requesting:

1️⃣ Immediate cancellation of my contract without any penalties 2️⃣ Accountability for misleading sales practices 3️⃣ Clear disclosure to future customers about what “uncapped/unlimited” truly means 4️⃣ A full written response confirming the resolution

MTN must not hold customers financially responsible for services that were sold under false information.

Can this matter to be resolved urgently