MTN stole our money

On or around mid-March 2024, I entered into a data contract with MTN. Approximately 2-3 weeks later, MTN unilaterally changed the terms of the contract offering, which no longer met my requirements. As a result, my wife visited the MTN store at Canal Walk (shop no 663) on April 29, 2024, to cancel the contract and return the device (router), as this was allowed in the contract. The cancellation was processed and acknowledged by your employee. The device was returned 5-6 days before the scheduled debit date. However, on May 4, 2024, MTN erroneously debited R499 from my wife's account for the cancelled contract, and since made a second debit after that. When we initially contested this unauthorized debit, MTN incorrectly claimed the device had not been returned. Only after multiple confrontations and an internal investigation did MTN agree to refund the amount. We were informed the refund would be processed to my wife's MTN account and then transferred to her bank account upon provision of her banking details.

As of July 20, 2024, nearly two months after the unauthorized debit, the refund had still not been received. Upon inquiry, we were given yet another excuse that the refund had been "rejected." Furthermore, all subsequent attempts to communicate with the employee on emails and text messages have been ignored. MTN customer complaints is also now ignoring my emails