Unresolved Billing Complaint – MTN Home WiFi Upgrade

Unresolved Billing Complaint – MTN Home WiFi Upgrade

I am extremely dissatisfied with the way MTN has handled my billing query following an upgrade to my home WiFi package. On 28 August 2025, I agreed to an upgrade after being contacted by the MTN rewards team. The consultant assured me that: • I would pay only for the remaining 4 days of August plus the September upgrade amount. • The upfront payment of R937.74 would cover both, and the September debit order would be cancelled. I made the payment on the same day, and MTN confirmed receipt. However, on 4 September 2025, a debit order of R765.00 still went through my account. I immediately queried this with the rewards team and MTN support/billing. Despite numerous follow-ups, I was repeatedly told the matter was “resolved” and “all is in order,” which is clearly not the case. I also logged a complaint and got the same response and whatever the consultant told me was not correct. I even obtained a confirmation letter from the rewards team and submitted it to MTN, but MTN insisted the rewards team must resolve it on their side. This resulted in endless back-and-forth, with no resolution. It is important to note that MTN’s calls are recorded, and this serves as reference to the assurances given to me by the consultant regarding the cancellation of the September debit order. To date — 9 months later — my debit order amount has still not been refunded. This is unprofessional and unacceptable service. While I have had no issues with the WiFi connection itself, the way MTN has handled this billing matter has eroded my trust. I expect MTN to: • Properly investigate why the debit order was processed despite assurances. • Refund the incorrect debit order amount immediately. • Provide a clear explanation and accountability for the misleading information given by the consultant. I continue to use MTN because of the reliability of the WiFi connection, but the lack of resolution on this matter is deeply disappointing.