Unfair

I am writing to lodge a formal complaint regarding the appalling service and misinformation I have received regarding my month-to-month home router contract.BA Account Number BA***

I require this matter to be escalated to a Retentions Manager or Customer Relations Manager immediately, as call centre agents and store staff have failed to resolve it.

Summary of Events:

1. 20 September 2025: I purchased a home router at the MTN Brits Mall store and made a payment of R645 2. October – December 2025: I did not use the router. As per my month-to-month contract, I understood that if I don't pay, I don't get data. I did not expect to receive service during this time. 3. 23 February 2026: I visited the MTN Brits Mall store to rectify the situation. An MTN representative advised me to make a payment of R930, personally guaranteed me that my router would be reactivated on 1 March 2026. 1 March came and went. My router was NOT activated. Went back to the Store after 3 or 4 days, The manager also stated they logged a ticket to have a "clawback fee" removed. I never heard from her ever since 4. 18 March 2026:I called MTN Customer Care(Ref BO***) An agent logged another ticket to request a clawback fee be removed and told me to call back after receiving a confirmation email. 5. Later on 18 March 2026: I called back as instructed. I was transferred to the "reactivation department" and was told, for the first time, that I owe R3000and must pay this before they will reactivate my router.

My Concerns & Grievances:

I was Misled & MTN Breached Its Promise:I re**** on the professional advice of an MTN representative and Brits Mall Store. I paid R930 on 23 February because they guaranteed my service would be active on 1 March. This did not happen. MTN has taken my money without providing the promised service. The R3000 Debt is Contradictory to My Contract: I am on a month-to-month contract. Please see the attached screenshot of MTN's own clause regarding how this contract works. It clearly states: "missing a payment just means you won't get your monthly airtime, data or SMS bundles as usual... you're not in debt with MTN." - If I am not in debt for missing payments, on what basis are you claiming I owe R3000? - What exactly does this R3000 cover? - What happened to the R930 I paid on 23 February? Where was that money allocated?

This situation is unacceptable. I have been passed from the store to the call centre with no resolution. I have proof of payment for both the R645 and the R930, and I have MTN's own written policy confirming I should not be in debt.

My Demands:

1. A full, itemized breakdown of the alleged R3000 debt. 2. An explanation of why the R930 payment I made on 23 February was not sufficient to reactivate my service as promised. 3. The immediate reactivation of my router as guaranteed to me on 23 February 2026. 4. If the R3000 charge is found to be incorrect (as per the attached policy), it must be removed from my account immediately, and the misallocation of my R930 payment must be corrected.

Sincerely,

Kabelo Motshabi