URGENT COMPLAINT: Unjustified Debit Order Amount and Poor Customer Service

Am writing to express my extreme dissatisfaction and anger regarding the recent service I have received from MTN. I received an SMS stating that my debit order will be R5,360, which is completely absurd and unjustifiable, considering that my usual monthly debit order is R299.

I contacted your call centre and spoke to a consultant , who was unable to provide a clear explanation for this drastic increase. Instead, he merely repeated the same figures shown on my statement, without offering any real clarity or assistance. To make matters worse, he promised that a Team Leader would call me back before 5PM today. As expected, no such call was received, and it felt like the consultant was simply trying to get rid of me.

I am demanding the following: A detailed and written explanation of how MTN arrived at the R5,360 amount. A copy of the signed contract, including any clauses that state I would be charged a “Charge for Clawback Product” if I missed two or more payments on my home router.