MTN : “It’s not my department”, but give us more money!!

In December 2024, MTN contacted me to inform me that my wifi contract is due to expire and that I am eligible for an upgrade. I did the upgrade telephonically. I received the upgraded wifi router a day before christmas. The old wifi was R525/month (10mb/s, uncapped). The upgrade is R299/month (20mb/s, uncapped).

At the end of December I was charged for the old wifi amount as well as the prorata new upgraded amount. The amounts deducted via Debit order was R73 and R525.

January MTN deducted R525 and R140.52 - I contacted customer service and was advised that it is normal to pay the month after the upgrade.

February MTN deducted R525 and R118,49 - I contacted MTN and they told me I have to wait until the debit order goes off to see the next statement.

March MTN deducted R525 and R129.99 - I went in to an MTN store where I was advised that they cannot help me as it is an online issue. They logged an investigation, but there was no outcome or resolution. Investigation number is BO***.

I have been calling MTN the whole April, each time I talk to someone they say it is not their department and that they cannot help me. At the end of April, MTN deducted R525 and R129.99

I live on a farm and my nearest MTN is over a 100km away from me. My grandparents are currently using this wifi in Malmesbury, Western Cape, which I am paying for.

I have sent them an email with evidence and will take MTN to the ombudsman if this is not cleared before May. I want my credit payments back and I want to close my account with MTN. I have never received such bad service in my life and will not recommend MTN to anyone. Your new slogan should be “It’s not my department” because that is all your employees can say to me.