MTN Failed to Cancel Contract and Refund After Their Own Mistake

I am extremely disappointed with the poor service and lack of accountability from MTN.

Earlier this year (May 2025), I app**** online for an MTN WiFi deal that was advertised on Facebook as Uncapped WiFi for R590 initially and R295 thereafter. Before proceeding, I confirmed with the consultant whether there was coverage in my area (Eersteriver) — I was told there was.

After all the admin was completed and payment was deducted from my account, I received the router — only to discover that it did not work. I went to the MTN Kuilsriver branch, where I was then told that my area was actually not covered. I immediately returned the router as instructed, and the consultant admitted that this was MTN’s mistake and that I would be reimbursed.

It is now October 2025, and I have still not received any refund. I have gone back and forth numerous times between branches and consultants, including Charl at the MTN Kuilsriver branch, who assured me that the issue was logged and the contract would be cancelled.

Today, I visited the MTN Cape Gate store, only to be told that there is now an outstanding amount of R5,000 on my name — for a contract that should never have existed in the first place!

This is completely unacceptable. MTN made the error, admitted to it, and yet I am the one being penalized. I expect immediate resolution — the cancellation of this invalid contract and full reimbur*****t of the amount deducted in May.