MTN taking money from consumers account UNAUTHORISED!

Bonita Botha ***

17 November 2025

MTN South Africa – Customer Care & ***** Department Email: *** | *****@mtn.com

MTN Head Office 216 – 14th Avenue Fairland Johannesburg

Subject: URGENT: Formal Complaint & ***** Alert – Unauthorised MTN Debit Orders After Contract Cancellation

Dear MTN Customer Care/***** Department,

I am writing to lodge a formal complaint and ***** alert regarding unauthorised debit orders that MTN has taken from my bank account, long after my contract was cancelled more than a year ago.

My MTN contract linked to number [insert number] was cancelled on [insert cancellation date], and I have had no active service, contract, or agreement with MTN since then.

Despite this, MTN has continued to debit my bank account without authorisation. The following unauthorised transactions have been deducted:

Date Amount Description 15/05/2025 R478.97 MTN BA***50515 30/04/2025 R2,153.25 MTN SP BA***00001 17/04/2025 R319.31 MTN BA***50417 14/03/2025 R425.75 MTN BA***V250314 14/11/2025 R684.07 MTN BA***51114

These transactions are not authorised, not linked to any active contract, and constitute a serious breach of the Consumer Protection Act, FICA, and the Debit Order Abuse Regulations issued by PASA.

Suspected *****ulent Activity

Given that:

my MTN account is cancelled,

no services have been used, and

MTN continues to process unexplained debits under different references,

I have reason to believe this may be part of a systemic issue affecting multiple consumers, amounting to potential debit order *****.

I am therefore also escalating the matter to:

The Consumer Goods & Services Ombud,

National Consumer Commission, and

My bank’s ***** division.

I require the following urgently:

Immediate reimbur*****t of all the above amounts.

A full investigation and written explanation of how these debits were processed without a valid contract.

Confirmation that all MTN debit orders have been permanently cancelled on your system.

A complete statement/history of any other transactions linked to this MTN account reference.

MTN’s ***** case reference number for this matter.

Failure to resolve this within 7 business days will result in a formal complaint being submitted to the Ombud and NCC for regulatory action.

I trust MTN will prioritise this matter seriously, given the financial and legal implications.

Sincerely,

Bonita Botha