Urgent: Clarification Required on Overcharged Payment

Subject: Urgent: Clarification Required on Overcharged Payment

Dear MTN Customer Care,

I am writing to request urgent clarification regarding an overcharge on my MTN account.

Here is the sequence of events:

My monthly contract amount is R640.30.

I received an email from MTN stating that my payment was not made due to insufficient funds.

I later received another email stating I owed R1 269.10.

Believing the previous month’s debit order had not gone through, I paid the R1 269.10 via the MTN app using my card.

Upon checking my bank statement, I discovered that the R640.30 debit order for June had in fact gone through.

I have been emailing customer care back and forth, but I have not received a clear explanation or a detailed statement showing why my amount due was so high.

Could you please:

Provide a full account statement for the past 3 months.

Explain clearly why I was charged R1 269.10 instead of my normal R640.30.

I cannot afford to pay more than my agreed contract amount every month, and if this is not resolved, I will consider moving my contract to another service provider that is more transparent and professional.

I look forward to your prompt response.

Kind regards, Rolanda Prinsloo ***