Nightmare- *****ulent Billing, Misrepresentation, and Unprofessional Conduct!!!!!!!

On 02/10/2025, I was contacted via WhatsApp by an MTN consultant, Dikeledi Mantsho , regarding the renewal of my MTN WiFi contract. My existing contract (Ruby Package 100G + 100G at R359 per month) was due to expire on 31/10/2025.

I was presented with renewal options (evidence attached) and chose Ruby 100G for R329 per month. Before agreeing, I specifically asked whether there would be any additional charges, renewal fees, or prorated fees. I was explicitly assured by Joel, who works together with Dikeledi Mantsho, that:

There would be no renewal fee

There would be no prorated charges

There would be no additional or hidden costs, as this was a continuation of my contract

Despite these assurances, my first invoice in early November 2025 reflected an amount of R380.75, which was higher than the agreed R329. When I queried this with Dikeledi Mantsho on 11/11/2025, I was told the extra amount was “prorata,” although this was not reflected as such on the invoice and was instead described as being part of the base package.

I expressed my dissatisfaction, as I had been clearly told there would be no prorated charges. I was reassured that this was a once-off charge for the first month only. I requested call recordings and was told they could not be sent to me directly but could be sent to an MTN store. I accepted this.

However, my second invoice in December 2025 again reflected R380.75, proving that the charge was not once-off prorata, and that the explanation provided was blatant lies!

On 05/12/2025, I contacted Dikeledi Mantsho again to query this overbilling. She ignored my messages. When I phoned her the same day, she denied any responsibility, claimed she knew nothing about the issue, stated she would not assist me, and then hung up on me and blocked me on WhatsApp. This behaviour was shocking, *********, and completely unprofessional, especially considering she was directly responsible for selling and renewing the contract. I was appalled by this outrageous behaviour

On 11/12/2025, I visited the MTN Store at Atrium Mall, Eshowe, where I was assisted by Sandile. After reviewing my account, Sandile confirmed that my frustration was valid and that the charges made did not make sense, even if prorated. It was already clear that I was being overcharged.

Sandile logged a complaint on my behalf. On 18/12/2025, he discovered that the ticket had been logged with the incorrect department and attempted to redirect it. By 23/12/2025, the IT team had still not assigned the query. On 27/12/2025, the ticket reflected as “completed” on Sandile’s system yet my billing was never corrected, nor was I provided with feedback.

In January 2026, I received a third invoice again reflecting R380.75, despite all the above. This demonstrated gross incompetence and a complete disregard for resolving a legitimate customer complaint.

On 07/01/2026, I cancelled the contract and paid a cancellation fee of R359. During this process, I was informed, for the first time, that I was not even receiving 100G, but only 70G per month, despite being billed R380.75. This constitutes misrepresentation and *****ulent billing!!!!!

Even after cancellation, I received an SMS stating that I would still be debited R380.75 on 02/02/2026, for no service or data whatsoever.

I want a full refund of all overcharged amounts, including: The difference between R329 and R380.75 for all billed months, Any charges for data not delivered as advertised, The cancellation fee, as the cancellation resulted directly from MTN’s misconduct

Immediate confirmation that no further debits will occur

Permanent removal of my personal and banking details from MTN systems

A written explanation of how this misbilling occurred and why it was allowed to continue despite multiple escalations

I do not require an explanation regarding how MTN intends to discipline its consultants. My concern is strictly the recovery of my money and the cessation of all billing activity.

I would like to formally acknowledge Sandile at the MTN Store in Eshowe, who was the only MTN representativewho acted professionally and attempted to assist me throughout this