MTN Debit Order Not Processed for Months – Unexplained R2,794 Charge

I have an MTN contract of R295 per month and provided my banking details for debit order deductions. Since September, MTN has failed to process the debit order, forcing me to make manual payments via SMS links or the MTN App, which is highly inconvenient.

In January, my statement suddenly reflected an amount of R2,794.00, which is completely unreasonable. I emailed MTN five days ago for clarity and received no response.

Today, I called MTN from a non-MTN number at my own cost. The first agent, Nomfundo, advised this was a “router clawback” and told me to visit a branch, then ended the call while I still had questions. I called again and spoke to Andisiwe, who incorrectly claimed my payments were rejected (my account always has sufficient funds — MTN simply does not debit). The call disconnected twice, and she never called me back.

I signed up for this service in good faith, but the billing failures and poor customer service have made it extremely frustrating. I expect a clear explanation of the charges, correction of my account, and proper debit order processing going forward.