MTN – Overbilling, Missing Refunds & No Accountability

I am escalating my unresolved complaint regarding incorrect billing and refunds owed to me.

MTN confirmed that a migration was completed and that migration fees would be credited, yet the main issue remains unresolved. I have received no calculation or confirmation of the refund owed for overcharges over the past 2–3 months, despite repeated follow-ups. My last email was sent on 10 December 2025, with no meaningful response since.

I was advised my billing would be R700, yet MTN debited R1,400 from my account. This debit was unauthorised and unacceptable. MTN has also acknowledged internal failures, including consultants providing incorrect information, but the overbilling remains uncorrected.

Attempts to resolve this via the billing line ***) have failed with no access to a competent agent.

I require confirmation of: • A full refund calculation • When the full refund (including the R1,400) will be processed • A single point of contact to resolve this matter

Gertrude