Overall bad customers service and no assistance

I am writing to formally lodge a complaint regarding an incorrect contract upgrade, unauthorized debit orders, ongoing billing errors, poor customer service, and my repeated unsuccessful attempts to resolve this matter with MTN.

I have been an MTN customer for approximately 10 years. Unfortunately, my recent experience has been extremely stressful and disappointing.

On 1 December 2025, I received a call from an MTN sales consultant offering me an upgrade, as my current contract only ends in March 2026. I clearly stated that I am unemployed and not interested in upgrading at this stage. I also advised that if I upgrade in March, it would only be to a SIM-only package due to my financial situation.

Despite this, the consultant continued to promote a “Platinum Life” Black Friday special for R199 per month. I agreed only to check whether an application would go through, but I again confirmed that I am unemployed. I also explained that I pay my account in cash monthly at an MTN store.

I was then told to provide my ID and banking details and was informed that a debit order would only run on 2 January 2026.

However, MTN debited my account the very next day for R915.89, which was never authorized and earlier than agreed. This debit failed due to insufficient funds.

On 3 December, I paid R458 at an MTN store. I immediately contacted MTN and spoke to Letiwe (Reference: ***), who apologised and confirmed that the debit was an MTN error and not my fault.

On 29 December, after receiving an SMS, I again paid R476 at an MTN store. Shortly thereafter, my services were blocked and I could no longer make calls or use my phone.

Throughout January, I contacted MTN more than 27 times trying to: • cancel the new contract • correct my billing • unlock my phone • obtain assistance

Many calls were dropped, I was transferred repeatedly, given “back office” numbers, or promised callbacks that never happened. I received no proper assistance.

On 3 February, I was told my phone was unlocked, yet it had been unusable since 13 January. After restarting, I finally regained access but noticed my data allocation was incorrect and not aligned with the new contract terms.

I again requested cancellation.

I also visited MTN Riverside Mall in Vanderbijlpark, on the 5 Feb 2026 where the store manager (Pumi) was extremely rude and refused to assist me or even provide her name. This behaviour was unprofessional and unacceptable. Another consultant, Melissa, at the MTN store at Vaal Mall Vanderbijlpark later tried assisting and identified that old router billing issues — which MTN had previously promised to correct — were never fixed and are now incorrectly affecting my account.

At this point, I feel that:

• I was upgraded despite clearly stating I am unemployed • Debit orders were processed without proper authorization • Billing is incorrect • My services were unfairly blocked • Promised callbacks never happened • Store and call centre service has been unacceptable • Historical router charges were never resolved as previously promised

I formally request the following:

Immediate cancellation of the new upgraded contract without penalty

Correction of all billing errors. Cancelation of debit order R11.50 to pay in interest is alot for someone that is unemployed and no money in accounts.

Removal of any incorrect charges or arrears

Written statements reflecting the correct balance

Copies of call recordings of the upgrade discussion and my subsequent support calls

A formal written apology

If this matter is not resolved urgently, I will have no choice but to escalate it to the relevant consumer protection and regulatory bodies.

I trust MTN will investigate this matter seriously and resolve it as soon as possible.