MTB dubious clawback charge

In January 2026, I cancelled my MTN month-to-month data contract after permanently relocating from Louis Trichardt to Pretoria in December 2025. The router service was location-locked and could not function at my new address.

I visited the The Grove Mall MTN store, where I was advised to cancel the existing contract and take a new month-to-month data contract, which I did immediately.

As instructed by the consultant, I returned the router with all accessories. The device was tested in-store and confirmed to be 100% functional at the time of return.

Despite fully complying with MTN’s cancellation process, I have now been debited a clawback charge of R4,346.96, which I am told relates to the router.

This is unacceptable because:

1. The router was returned as instructed.

2. It was fully functional and verified in-store.

3. I followed the exact guidance provided by MTN staff.

4. I was never informed that returning the router would still result in a clawback fee.

I cannot be held financially liable after complying in good faith with instructions from MTN representatives.

I request an immediate reversal of the R4,346.96 clawback charge.

Should this matter not be resolved amicably and urgently, I will have no option but to dispute the March debit order with my bank and cancel of my current MTN contract.