1 reviews | Active since Apr 2013
MTN – Ongoing Failure to Deliver Paid Service | Consumer Rights Breach
We have had no proper router coverage since December 2025. MTN continues to debit us monthly for a service that is NOT being delivered. We have logged multiple complaints, yet MTN simply issues reference numbers and falsely closes them as “successful” without resolving anything. This is misrepresentation and an unfair business practice.
Yesterday we spoke to two agents. Today we called again. Still no fix. The same meaningless instructions; restart, reboot, reset, while the problem continues.
Today’s reference number: *** (linked to our account). Despite repeated requests, no callbacks. We are also forced to use our own airtime to follow up on MTN’s failure.
Under basic consumer law, customers are entitled to get what they pay for. Charging for a non-functional service is ********, unreasonable, and unacceptable.
MTN must provide a clear resolution plan within 24 hours, apply billing credits/reimbur*****t, or this matter will be escalated to ICASA and the Consumer Ombudsman
Despite multiple complaints and formal escalation, MTN continues to charge us for a service that has not been delivered since December 2025.
Following my formal complaint, MTN management contacted me and explicitly promised that a technician would attend our home to investigate and resolve the issue.
No technician arrived. No follow-up call was made. No explanation was provided.
This constitutes a clear failure to honour a service commitment and demonstrates ongoing negligence.
MTN has repeatedly logged complaints, issued reference numbers, and then incorrectly closed them as “resolved” without any technical fix. This is misrepresentation and an unfair business practice.
We have spoken to multiple agents over several days, including Indiphile and Qaqamba, and are repeatedly given the same ineffective instructions (restart, reboot, reset), despite the fault persisting.
We are further prejudiced by being forced to use our own airtime to follow up on MTN’s failure.
Reference number issued by MTN management on 14/01/26: ***
(Linked to our account and unresolved)
In terms of the Consumer Protection Act (CPA), customers are legally entitled to:
• Receive the service paid for
• Accurate representation of service status
• Fair billing practices
Charging for a non-functional service is ********, unreasonable, and unacceptable.
Formal demand:
MTN is required to:
• Provide a clear written resolution plan
• Dispatch a technician without further delay
• Apply billing credits or reimbur*****t for the period of non-service
Failing this, the matter will be formally escalated to ICASA, the Consumer Ombudsman, and any other relevant regulatory bodies, with supporting evidence of MTN’s repeated failure to act.
This post serves as public record of non-compliance.
Despite multiple complaints and formal escalation, MTN continues to charge us for a service that has not been delivered since December 2025.
Following my formal complaint, MTN management contacted me and explicitly promised that a technician would attend our home to investigate and resolve the issue.
No technician arrived. No follow-up call was made. No explanation was provided.
This constitutes a clear failure to honour a service commitment and demonstrates ongoing negligence.
MTN has repeatedly logged complaints, issued reference numbers, and then incorrectly closed them as “resolved” without any technical fix. This is misrepresentation and an unfair business practice.
We have spoken to multiple agents over several days, including Indiphile and Qaqamba, and are repeatedly given the same ineffective instructions (restart, reboot, reset), despite the fault persisting.
We are further prejudiced by being forced to use our own airtime to follow up on MTN’s failure.
Reference number issued by MTN management on 14/01/26: ***
(Linked to our account and unresolved)
In terms of the Consumer Protection Act (CPA), customers are legally entitled to:
• Receive the service paid for
• Accurate representation of service status
• Fair billing practices
Charging for a non-functional service is ********, unreasonable, and unacceptable.
Formal demand:
MTN is required to:
• Provide a clear written resolution plan
• Dispatch a technician without further delay
• Apply billing credits or reimbur*****t for the period of non-service
Failing this, the matter will be formally escalated to ICASA, the Consumer Ombudsman, and any other relevant regulatory bodies, with supporting evidence of MTN’s repeated failure to act.
This post serves as public record of non-compliance.