Unresolved Complaint – MTN Unauthorised Debit and Lack of Response

Dear HelloPeter Team,

I am submitting this complaint because MTN has failed to respond to a serious billing issue I reported on 3 November 2025.

I am an MTN contract customer, and my monthly installment of R865 is normally deducted on the 15th of each month. However, MTN failed to process the debit on 15 October 2025, even though sufficient funds were available. Without any notice or authorisation, they later deducted R1 676 from my account on 30 October 2025 almost double my usual payment.

I have since contacted MTN’s Postpaid Department (reference number BOB010673) and even visited the Kenilworth branch, but no one has provided an explanation, refund, or follow-up. Despite multiple attempts to get feedback, including a formal email to MTN’s Complaints Department on 3 November, I have received no response whatsoever.

This unauthorised debit and lack of communication are a clear violation of consumer rights under the Consumer Protection Act (Act 68 of 2008). The issue has caused financial inconvenience and significant frustration.

I am therefore requesting that this complaint be published on your platform to raise awareness of MTN’s poor customer service and lack of accountability and to encourage urgent action on their part to resolve the matter.

Kind regards,