MTN 5G Router Account and Unexplained Disconnection

I would like to lodge a formal complaint regarding my MTN 5G Router account and the recent disconnection of my network.

I joined MTN in August 2025, with my first payment due on 25 September 2025. The only rejected debit order on my account was on 25 September 2025. After that date, I made all required payments, and there was sufficient money in my bank account each time. Despite this, MTN repeatedly mishandled the debit orders.

On 28 November 2025, I arrived home to find my network disconnected. When I contacted MTN, I was informed that I allegedly owe R2 505.50 for rejected debit orders. This amount is unexplained and unacceptable.

For clarity, below is a summary of the payments made: • 06 October 2025 at 19:37 My network was disconnected due to the missed payment on 25 September. I authorised MTN to debit my account, and R196.00 was successfully deducted. • 25 October 2025 at 03:32 The debit order went through without any issues for R300.00. • 31 October 2025 at 20:07 After my network was disconnected again, I was told I needed to pay double on 25 October for unclear reasons. Despite sufficient funds, only R300.00 was debited. I then authorised another payment of R300.00, after which my network was reconnected. • 25 November 2025 at 08:49 The debit order went through successfully again without any issues.

A few days after this successful debit, my network was disconnected once more. When I contacted MTN, I was informed that I owe R2 505.50. This came as a shock, as I have only been with MTN since August 2025, and my first payment was only due in September.

In addition, I have never received any invoice or billing statements reflecting these charges. I only receive usage statements, which do not show outstanding balances, penalties, or debit order failures. This has made it impossible for me to verify or dispute the amount being claimed.

I was told that this amount relates to penalties for three failed debit orders. At no point was I informed by the MTN sales agent that penalty fees or additional charges would apply if a debit order failed. Had this been disclosed, I would not have agreed to the contract.

I have been with MTN for only four months, and there is no clear or transparent explanation for how this amount accumulated to R2 505.50. I feel misled and financially exploited.