MTN Took R459 for Data Bundle Their Own App Could Not Deliver

So let me get this straight, MTN.

Your app allowed me to purchase an 80GB Day + 80GB Night bundle for R459, happily took my money immediately, and THEN sends me an SMS saying the transaction “cannot be completed” and I must call 135.

I call support, only to basically be told: “Sorry for you. Contract users can’t load that bundle.”

EXCUSE ME?

If contract users are not eligible, WHY does your app allow the transaction to go through in the first place? Why was there no warning? Why was the payment not blocked BEFORE debiting my account?

This is exactly the kind of anti-consumer nonsense South Africans are tired of: • Taking payment for a service not delivered • Poor system controls • No proactive customer communication • No immediate refund process • Support agents acting like customers must just accept losing money

The issue is not only the money — it’s the principle and the shocking customer experience.

Either: 1. Load the bundle I paid for, OR 2. Refund me immediately.

Otherwise I will be escalating this to ICASA and every relevant consumer protection channel.

Do better, MTN South Africa.