Poor customer service

Title: MTN Increasing Contract Fees Without Proper Explanation or Consent

I am a deeply disappointed yet long-standing loyal customer of MTN, and I feel compelled to share my experience.

When I initially signed my contract, my monthly fee was approximately R430. Over time, it increased to R465. Although I was unhappy with this change, I chose to remain loyal and continued paying without complaint. However, my monthly fee has now increased again to R500 — despite being on a fixed-term contract.

My understanding when entering into this agreement was that the agreed price would remain consistent for the duration of the contract. There has been no noticeable improvement in service or speed to justify these repeated increases.

To make matters worse, after paying my full R500 instalment on 31 March, MTN deducted an additional R58 from my account on 2 April. When I contacted customer service to query this unexpected deduction, I was told that my instalment had increased yet again — without any prior notice or clear communication.

I requested that the matter be escalated to a manager and was assured that I would receive a call within minutes. To this day, I am still waiting for that call.

This situation is extremely frustrating. As a customer who has honoured my financial obligations, I feel that MTN has failed to uphold their side of the agreement.