MTN – Duplicate Billing for Five Months and Failure to Resolve a Documented Complaint

In October 2025 I ported my number from Vodacom to MTN and subscribed to the MTN SuperFlex 5GB plan at R199 per month.

The porting process was assisted by MTN representative Jonathan Geduld, who was copied on all correspondence relating to this matter.

Since activation, MTN has been debiting the subscription twice every month.

Duplicate debit orders have occurred for the following billing cycles:

• October 2025 • November 2025 • December 2025 • January 2026 • February 2026

The duplicate charges now total R1 005.

This clearly indicates a billing system error.

Communication timeline:

26 January 2026 First formal email sent to MTN Customer Care and Jonathan Geduld reporting the duplicate debit orders and requesting correction.

13 February 2026 Follow-up email sent requesting correction of the billing profile and refund of duplicate charges.

17 February 2026 Jonathan Geduld responded confirming that a ticket had been opened and that the matter had been assigned to the team handling SuperFlex queries.

However, despite this acknowledgement, no further feedback, investigation outcome, or resolution has been provided.

9 March 2026 A final escalation email was sent to MTN Customer Care and escalation channels, with the ICASA Consumer Complaints mailbox copied.

All correspondence included supporting documentation such as:

• MTN order confirmation • Payment confirmation reference MTNPC***3ZE***3 • Credit card statement screenshots clearly showing duplicate monthly debit orders

Despite these efforts, the billing error remains unresolved and no meaningful feedback has been provided.

At this stage the issue is no longer only the duplicate billing itself but MTN’s failure to resolve a clearly documented complaint over a period exceeding seven weeks.

The matter is therefore being escalated publicly and through regulatory channels including ICASA and the National Consumer Commission.

MTN is requested to:

Correct the billing profile immediately so that only one monthly subscription debit is processed.

Refund all duplicate debit orders processed to date.

Provide written confirmation of the corrective action taken.

All correspondence and supporting documentation have been retained and will be made available to the relevant regulatory authorities if required.