PERSISTENT INCORRECT BILLING (R389 VS R379) AND DATA UNDER-PROVISIONING (2GB VS 3GB) ON CONTRACT ***

Complaint Title: Persistent Incorrect Billing (R389 vs R379) and Data Under-Provisioning (2GB vs 3GB) on Contract ***

Date of Incident: Contract upgraded February 2, 2025. Incorrect charges ongoing since March 2025 statement.

Product/Service: Samsung A35 Contract (50 free minutes, 3GB data, R379 monthly)

MTN Branch/Contact Method: VIP Customer Support (Tania Holyaki, Vanessa Kleingeld, Ashleigh Bell) and Call Centre (Junior Kabelo).

Dear MTN,

I am writing to express my extreme dissatisfaction regarding two persistent discrepancies on my contract ***), initiated via an upgrade on approximately February 2, 2025, and the subsequent failure of the VIP Customer Support team to achieve a resolution.

Issue 1: Incorrect Monthly Subscription Fee

My confirmed contract, agreed upon with Tania Holyaki and repeatedly confirmed in writing and SMS by MTN/VIP Customer Support, specifies a monthly fee of R379. However, my statements consistently reflected a charge of R389 (a R10 overcharge).

While a refund for R10 was processed during April, the incorrect R389 fee reappeared in May. Despite being referred to Junior Kabelo and subsequently escalated to VIP Customer Support contacts Vanessa Kleingeld and Ashleigh Bell since May 2025, this issue remains unresolved. After multiple follow-ups (approximately every three weeks), both Ms. Kleingeld and Ms. Bell are now unresponsive to my emails and calls, suggesting the case has been abandoned without resolution.

Issue 2: Incorrect Data Allocation

The contract stipulates a monthly allocation of 3GB of data. However, I have only ever received 2GB per month. Furthermore, contrary to standard MTN policy or potential contract terms, I am also not receiving any balances carried over or transferred from previous months.

I demand the following immediate actions:

Immediate correction of the contract system to permanently reflect the agreed-upon monthly subscription fee of R379. Full reversal/credit of all R10 overcharges levied since the contract inception in February 2025, minus the R10 already refunded in April. Immediate correction of the monthly data allocation to provide the contracted 3GB (an additional 1GB) and confirmation regarding the stipulated data rol***** terms. Confirmation via email that this issue has been permanently resolved, with an explanation for the breakdown in communication from the VIP support team. I expect a decisive and effective resolution from a senior management level, given the documented failure of multiple customer service avenues over the past nine months.

Customer Details:

Name: LODEWIKUS JACOBUS WOLMARANS

Contact Number: ***

Contract/Account Number: ***

Email: ***

I expect a swift and effective resolution.

Sincerely,

LODEWIKUS JACOBUS WOLMARANS