MTN Overcharging My Contract With Unauthorized Subscriptions – No Resolution After a Year

I have been an MTN mobile contract customer for the past year, and throughout this period I have consistently been overcharged on my contract for services and subscriptions that I never signed up for nor gave permission for.

I initially raised this issue twice with MTN’s billing department, but received no clear assistance or guidance on how the matter would be resolved. On the third interaction, I was informed that I was supposedly subscribed to additional services and that I needed to cancel them myself. I followed MTN’s instructions and cancelled these services as advised.

Despite doing exactly what the billing department instructed, I was again charged for the same services.

To make matters worse:

MTN continues to charge for extra services I never subscribed to

On my most recent bill, these unauthorized subscriptions have tripled in value

At no point did I sign up, consent, or authorise these subscriptions

Eventually, I logged a formal complaint in-store. It took MTN three weeks to address this billing issue. During this time, I was contacted multiple times by the collections department regarding an outstanding amount.

Each time I explained that:

There is an open billing dispute

The charges are under investigation

However, every collections agent informed me that they could not see any open ticket, and no assistance or coordination between departments was provided.

In summary:

I have been overcharged on my contract for over a year

I have been billed for subscriptions I did not authorize

I followed MTN’s instructions, yet the charges continued

My complaint took weeks to address, while collections continued to harass me

There is a complete lack of internal communication and accountability at MTN

This experience has been extremely frustrating and disappointing. I expect MTN to:

Reverse all unauthorized charges

Ensure these subscriptions are permanently removed

Provide a clear explanation of how this was allowed to happen

Improve internal communication between billing and collections

I am posting this in the hope that MTN will finally take accountability and resolve this matter properly.