Urgent Complaint: Unauthorised Prorata Billing on Supersonic Account

Dear MTN Supersonic Team,

I am extremely dissatisfied with my experience since signing up for Supersonic WiFi on 01/08/2025. At sign-up, I was explicitly informed that the agreed subscription fee would be R499 per month for 3 months, and that no prorata charges would be app****.

However, on my first debit order, I was charged R1,175.00, more than double the agreed amount. When I queried this, I was told that the charge was “prorata for a full calendar month.” This is unacceptable for several reasons:

Contravention of the Consumer Protection Act (CPA):

The CPA protects consumers against hidden costs and misleading marketing.

The prorata billing was not disclosed upfront and therefore constitutes misrepresentation and unfair business practice.

Unreasonable Billing Practice:

Prorata is normally calculated for the portion of the month used, not for an entire additional calendar month.

Billing more than double the agreed subscription fee is unjustifiable and exploitative.

Poor Customer Service:

Since 03/09/2025, I have made multiple calls to resolve this matter.

Instead of assistance, I have been met with hostility and no resolution.

I am now forced to consider cancelling my package under the CPA, which gives me the right to cancel within 60 days due to misrepresentation and breach of contract terms.

This situation is especially disruptive as I am in the middle of my university examinations and cannot afford to waste time chasing a matter that should have been resolved after my first call.

I request the following immediately:

A full breakdown of how the R1,175 charge was calculated.

Written confirmation that future billing will reflect the agreed monthly fee.

If this matter is not resolved urgently, I will escalate it to the National Consumer Commission and ICASA for investigation.