1 reviews | Active since Sept 2022
Misrepresentation of Internet Coverage and Request for Refund
I wish to lodge a formal complaint against MTN for misrepresentation and poor service regarding a home internet package sold to me under false pretences.
On Monday, 20 October 2025, at around 09:52, I spoke to an MTN telesales consultant, Mr. Mkhize, to enquire about home internet services. After he confirmed coverage for my area, I accepted an uncapped month-to-month deal for R545 per month and made a payment of R755, which included the pro-rated amount for October.
The router was delivered on Thursday, 23 October 2025. However, after setup, the internet connection only worked for about one hour before disconnecting completely. When I called MTN Customer Care, I was told that there is actually no coverage in my area, and that I should either downgrade or cancel the service.
This clearly shows that I was sold a product that cannot function at my location, despite MTN’s assurance to the contrary. This amounts to false representation and a breach of consumer rights.
On Monday, 27 October 2025, I returned the router to the MTN Randburg store, but the staff could not assist and instead advised me to submit a formal complaint.
I therefore request an immediate refund of R755, as MTN failed to deliver the service promised. Please confirm receipt of this complaint and provide a resolution within 7 working days.
Their first email only requested my ID number for verification, and in their second email they sent me a network coverage verification tool. This is a test an MTN consultant had already performed with me over the phone — during that call, I was informed that my area in Orange Farm does not have coverage for 35mbps or higher. I was told that only 10mbps or lower is supported, which is far too slow for working from home.
I am highlighting this because MTN is handling my complaint extremely slowly, and I am unable to work from home as promised when the package was sold to me. MTN sold me a package under false pretences.
A caution to anyone considering MTN Home Internet services — verify your coverage properly before committing, as the information they provide may not be accurate.
Their first email only requested my ID number for verification, and in their second email they sent me a network coverage verification tool. This is a test an MTN consultant had already performed with me over the phone — during that call, I was informed that my area in Orange Farm does not have coverage for 35mbps or higher. I was told that only 10mbps or lower is supported, which is far too slow for working from home.
I am highlighting this because MTN is handling my complaint extremely slowly, and I am unable to work from home as promised when the package was sold to me. MTN sold me a package under false pretences.
A caution to anyone considering MTN Home Internet services — verify your coverage properly before committing, as the information they provide may not be accurate.