MTN South Africa - Unauthorized R4300 Debit + Refusal to Refund + Threatening Conduct | No Consent Given

MTN has made an unauthorized R4307. 39 debit from my bank account, refused to reverse it without me providing a bank statement, and a consultant threatened to withhold my refund unless I comply.

2024: I took an MTN Home Router on contract.

Few months ago: The router broke. I returned it to MTN for repairs. MTN cancelled my contract without my knowledge. When I queried it, MTN admitted it was an “error on their side” and said it was sorted.

Week of 27 April 2026: MTN issued me a replacement router. It was NOT new, and it has NEVER worked since I received it.

I immediately notified the branch I purchased from. They checked on their system and said “no issues”, yet the router still does not work.

Monday 4 May 2026: MTN debited R4307. 39 from my bank account without my consent. When I called, MTN said they are “looking into it”.

Tuesday 5 May + Wednesday 6 May 2026: No feedback from MTN despite multiple follow-ups. On Wednesday I was told I must send proof of payment in the form of a bank statement.

Thursday 7 May 2026:I called MTN and spoke to consultant Sanele. He confirmed the debit was an error and said turnaround time for escalation is 2-24 hours. I stated I am not willing to wait any longer as MTN was aware this was an unauthorized debit and should reverse it without me chasing them.

Sanele’s response: “But you signed a contract and if you do not give us the statement as proof of payment we will not pay your money back.”

Why this is unacceptable: 1. Unauthorized debit: I never consented to a R4307.39 payment. MTN admitted it was their error. 2. Refusal to reverse: MTN is demanding I provide a bank statement to prove THEIR mistake. My account is now overdrawn because of MTN – I should not have to pay bank fees to get my own money back. 3. Threatening conduct: Consultant Sanele threatened to withhold my refund unless I provide a bank statement. That is coercive and violates the Consumer Protection Act.

What I demand: 1. Immediate reversal of the R4307.39 back into my account within 24 hours. No conditions. 2. Written apology for the unauthorized debit and the consultant’s conduct. 3. Replacement of the faulty router with a NEW working unit or full cancellation of the contract with no penalties.