Unexplained Charges, Poor Communication, and Unacceptable Customer Service

If I could rate MTN zero, I would.

I’m extremely frustrated and confused by an unexplained overcharge on my cellphone and WiFi contract. My monthly fee is R1 900 (including recent price increases), yet R3 200 was debited from my account. As if that wasn’t bad enough, I was also hit with an R7 000 clawback fee, with absolutely no prior communication or notification.

For the past three days, I’ve spoken to seven different agents, and every single one has given me a different explanation for both the overcharge and the clawback. Not one of them has been able to clearly identify when or how I supposedly triggered the actions that led to this fee, and they have all avoided answering why I was charged R3 200 this month. I’ve been told it relates to failed debit orders and a cancellation on my side, yet they cannot trace or verify any record of this.

To make matters worse, I’ve now been told there is no direct contact with HQ, and I have to wait seven hours for feedback. I’m expected to be patient, yet no one has shown me the same courtesy by communicating clearly or proactively about these charges. The email responses I’ve received from agents come across as passive-aggressive and fail to address my actual questions, often reading like generic replies rather than responses to my specific concerns.

R7 000 is not a small amount, and the lack of clarity, consistency, and accountability is shocking. I’ve been an MTN customer for two years, and everything has been smooth, but now that I’m nearing the end of my WiFi contract, this is the experience I’m dealing with. Completely unacceptable.