Serious Irregularities & Possible *****ulent Activity at MTN Cavendish

I am submitting this review due to ongoing unresolved issues, misleading information, serious contract and billing irregularities, and what appears to be unauthorised and potentially *****ulent activity linked to my account following my visit to the MTN Cavendish store on 31 January 2026. 1. Incomplete and Withheld Contract Documentation During my visit to cancel my old contract and sign a new one, the assisting agent (Ms Zhara Barthus):

Presented an incomplete contract for signing. Failed to provide a copy of the signed contract despite my request. Only emailed it on 6 February 2026 after repeated follow-ups.

This behaviour raises serious concerns regarding proper procedures and transparency. 2. Unauthorised Courier Instructions – Serious Red Flag Although I returned my old router directly to the store (as confirmed by MTN's IRM5 reference), I later received messages from DSV regarding:

A router delivery I did not request, AND A courier collection I did not authorise.

Even more concerning is that the delivery address was allegedly set for Midrand, Gauteng — an address I have never lived at or used. This raises major red flags and suggests that actions were taken on my account without my knowledge or consent, which could constitute *****ulent activity. 3. Contradicting Information About Router Collection I was told that DSV attempted to collect my router and that I could be charged a clawback fee. However, the store manager confirmed the router never left the store and collection was only booked on 10 February 2026 — contradicting earlier statements and raising concerns about false information being recorded or communicated. 4. Incorrect Transaction Classification Despite cancelling my old contract and signing a new one, MTN incorrectly recorded the transaction as an upgrade. This misrepresentation affects billing, contract liability, and account history — and again reflects irregular behaviour within the system or by staff. 5. Ongoing Billing Irregularities Even after settling my previous account, statements reflected charges for both the cancelled contract and the new one. I was assured I would only be billed R399 per month, but incorrect charges continued to appear. 6. Contractual Breach – Incorrect Data Allocation My new contract clearly states 600GB FUP per month. My account still reflects 300GB, consistent with the old agreement. This is a breach of contract and shows failure to implement the new plan correctly. 7. Faulty Router Issued and Not Tested The router supp**** was faulty from day one and required MTN’s intervention to connect. This could have been avoided had the agent tested and activated it in-store, as requested. 8. Unprofessional and Suspicious Conduct by Staff The assisting agent:

Refused to open/test the device, Failed to provide required documentation, Provided incorrect or misleading information about courier activity.

Despite being told disciplinary action occurred, this same employee was assigned to “assist” me again — further undermining customer confidence. 9. Follow-up Visit on 5 March 2026: Lack of Transparency During this visit:

My case had been transferred to another manager without informing me. I was referred back to the same agent involved in the initial issues. The manager refused to provide written evidence regarding a R4,999 router charge. Requests for higher‑level escalation contacts were denied.

This behaviour severely compromises trust and raises concerns about internal accountability. 10. Status of Old Contract Although I have finally received confirmation that the old contract is cancelled, all other issues — including billing errors, incorrect courier activity, faulty equipment, incorrect contract setup, and unexplained charges — remain unresolved.

Final Remarks The number of irregularities, contradictions, unauthorised courier actions, and unexplained account activities I have experienced strongly suggests potential *****ulent conduct or gross negligence within the MTN Cavendish service process. My experience has been frustrating, time‑consuming, and deeply concerning. Nothing has been resolved despite repeated attempts to engage with the store. I am extremely dissatisfied and strongly do NOT recommend MTN Cavendish to anyone.