MTN – Misleading Upgrade, Incorrect Billing & Unacceptable Contract Practices

I am extremely disappointed and frustrated with MTN’s service and billing practices. I have been a loyal MTN customer for two consecutive 36-month contracts, yet this loyalty clearly counts for nothing.

When I called MTN to cancel my contract, I was persuaded not to cancel and instead accept an upgrade. I clearly agreed to a specific monthly amount and was informed how and when this amount would be deducted. The agreed amount was supposed to be deducted on 1 January — this did NOT happen.

Instead, MTN deducted the incorrect amount, and now in the following month they want to double deduct me an amount of R1,800 and some change, which I NEVER agreed to. This is unacceptable, misleading, and feels like a deliberate attempt to trap customers financially.

At no point did I consent to this amount, nor was I informed that I would be double charged due to MTN’s internal errors. Why must the customer suffer because MTN failed to deduct the correct amount at the agreed time?

This experience has shown me that MTN: • Does not honour verbal agreements • Has extremely poor billing accuracy • Uses upgrades as a tactic to prevent cancellations • Shows zero accountability when things go wrong

Furthermore, I’ve been calling their call centre and I’m taken from pillar to post. No accountability whatsoever. I’ve requested to speak to a manager, none of that has happened.

I am requesting: 1. Immediate correction of my billing 2. Reversal of all incorrect charges 3. Written confirmation of the correct agreed monthly amount 4. Proper resolution without ************ through excessive deductions

MTN’s behaviour is *********, exhausting, and unacceptable. I would strongly caution anyone considering a contract or upgrade with MTN to think twice once you try to leave, the problems begin.