Unfair Deactivation of MTN Home WiFi Account BA***

Dear MTN Customer Care,

I am writing to formally lodge a complaint regarding the deactivation of my MTN Home WiFi account (Account Number: BA***), which has been active for the past two years.

My internet service was deactivated despite my account being fully up to date and reflecting a credit balance. Upon contacting the call centre for clarification, I was advised that payment was required before 01 May.

However, payment was made on 01 May, and historically my payments have consistently been processed via debit order on the 4th of each month, which is also the contractually agreed payment date. At no stage was I informed that payment terms had changed or that making payment on the 1st would result in suspension of services. I have always ensured that the account remains in credit to avoid any interruption.

I work remotely and rely heavily on this internet connection for my employment. The current disconnection has left me unable to work, causing unnecessary inconvenience and potential financial impact.

What is most concerning is that I was informed by your consultant that:

My internet service will only be reactivated on 01 June despite the account being fully paid for May 2026 and in credit and If I require immediate connectivity, I must purchase additional speed bundles over and above my existing subscription.

This is unreasonable and appears to constitute unfair business practice, particularly given that:

The account is not in arrears. Payment was made within the normal payment cycle. Historical payment behaviour has always been accepted without issue and No prior communication or warning was issued regarding suspension.

I therefore request that MTN urgently, Investigate the deactivation of my account. Restore my internet service immediately. Provide a written explanation for the suspension despite the account being current and in credit and Confirm that no penalties or additional charges will be imposed for restoration of service.

I would appreciate urgent feedback as this matter is directly affecting my ability to work.