Worst experience iv ever had

I am absolutely disgusted and extremely frustrated with MTN. This has been one of the worst customer service experiences I have ever dealt with.

I cancelled my MTN month-to-month contract in June 2026 and returned the router. The router was 100% fully functional when I returned it. I was never informed at the time of returning it that there was anything wrong with the router.

Afterwards, MTN suddenly informed me that the router had supposedly been found to be faulty and that I owed a R1,600 clawback fee. I asked for proof or a proper assessment showing what was supposedly wrong with the router, but MTN could not provide me with satisfactory evidence.

Then, despite the matter being disputed, R1,600 was debited from my bank account. I had to reverse the debit order myself.

I opened a complaint and spoke to an MTN agent, who assured me that the matter had been sorted out and that it would not happen again.

Yet here we are again.

This month MTN has debited my account for another R1,600, despite the fact that I cancelled the contract months ago and had already disputed this charge. Once again, I have had to reverse the debit.

How can MTN continue attempting to debit my bank account for a disputed charge after I have already cancelled my contract and specifically complained about this issue?

This is completely unacceptable.

I want this matter resolved immediately, and I want my banking details removed from MTN's system so that these unauthorised debit attempts stop.

The whole "free-to-use router" arrangement has left a very bad taste in my mouth. My experience has been that everything was fine while I was a customer, but as soon as I cancelled and returned the router, MTN claimed it was faulty and attempted to charge me R1,600 — without providing me with convincing proof of the alleged fault.

If you're considering taking an MTN package that includes a "free-to-use" router, think very carefully about what could happen when you eventually cancel. Based on my experience, I would personally stay well away.

MTN has completely lost my trust. I have spent time dealing with complaints, reversing debit orders and repeatedly explaining the same problem, despite already being told that it had been resolved.

This is not how a company should treat its customers. Absolutely disgraceful.