MTN Contract ***** & Billing Dispute Ignored for Months – Still No Resolution

In February 2024, I traded in my Samsung S21 Plus for an MTN contract under a promotion that included a trade-in discount. The store agent mishandled the process, re-initializing the contract without applying the trade-in deal, which led to overbilling from day one.

Despite providing official trade-in documentation, escalation emails, and phone calls—and even copying the store supervisor into my complaint—MTN has failed to correct my billing or refund the overpayments. Instead, every time I contact them, I’m treated like it’s a new case. Nobody seems to read the history or act on the evidence.

Worse, MTN confirmed they never contacted the store where I signed the deal, despite me pointing them there.

I’ve asked repeatedly for:

The trade-in discount to be app**** as promised

A refund (not a credit) for the incorrect charges

Cancellation of the contract without penalty if they can't fix it

None of these have been done. Instead, MTN is telling me the contract is now “matured” and can’t be corrected, so I must repeat this dispute monthly. That is unacceptable.

I’m now preparing to escalate this to ICASA and the Consumer Goods and Services Ombud. MTN has had every chance to fix this and failed.

MTN *** *** Name: Roland Michael van der Valk