Urgent Complaint – Incorrect Billing and Unresolved Router Cancellation

Dear MTN Customer Service,

I am writing to formally lodge a complaint regarding a billing and service issue that has remained unresolved for over a month, despite numerous attempts to resolve it through your Cresta Mall and Constantia MTN stores.

In June last year (2024), we upgraded our home router with MTN and were advised by a consultant at Cresta Mall named Victor to return the old router to the store. We did exactly that and were informed we needed to pay a one-month notice fee, which we promptly settled.

In July 2024, we upgraded to a larger router on a month-to-month contract, which we were told would be debited on the 7th of each month. This was done accordingly and without issues—until now.

On 28 April 2025, I visited an MTN store to make a payment due to issues with my account. A staff member named Thandi assisted me with the payment. However, I was informed by someone in the billing department that the previous cancellation from last year had not been completed correctly—Victor from MTN Cresta failed to include the router number on the cancellation form. As a result, our payments of R555 (meant for the new router) were being allocated to the old, supposedly canceled account.

This billing error has led to serious consequences. We have now been without WiFi for over a week. My children are currently writing exams and cannot study properly due to this disruption, which is affecting their performance and well-being.

Worse still, we are being sent back and forth between the MTN Constantia and Cresta Mall branches with no one willing to take accountability or provide a resolution. At Constantia, we were told that the cancellation for the old router has now been processed, but we must return to MTN Cresta to request a credit note so the funds paid in error can be correctly allocated to the right account.

To date, no action has been taken to rectify the situation, despite us following every instruction provided by MTN representatives. This level of service is unacceptable, and the lack of internal communication and responsibility is highly disappointing.

Sincerely, Monde Ncityana BA*** *** ***