Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Rewardsco.com presents a sharply divided picture. Customers who speak to a skilled consultant praise clear explanations and single call resolution, yet the dominant pattern is unauthorised upgrades, misrepresented packages and billing that continues after cancellation. Customer Service & Support Quality (2.8) carries the positive experiences, while Billing, Contracts & Account Management (0.6) and Communication & Responsiveness (0.5) attract sustained, detailed complaints.
Top Strengths:
- •Customer Service & Support Quality: Named consultants including Jerome Maharaj and Nomfundo are praised for patience, product knowledge and explaining contracts, VAT and billing clearly. Some agents resolve queries in one call and go beyond the reason for the call, though rude, dismissive conduct is also frequently described.
Replied to 14% of negative reviews
Reply time on negative reviews: 166h 52m
TrustIndex
2.6
Reply Time
166h 52m
NPS Score
-70
Recommended: Unlikely
Replied to 14% of negative reviews
Reply time on negative reviews: 166h 52m
Nov '25 - Oct '26
Frequently Asked Questions About Rewardsco.com
What do customers say about Rewardsco.com?
Based on recent customer reviews, Rewardsco.com presents a sharply divided picture. Customers who speak to a skilled consultant praise clear explanations and single call resolution, yet the dominant pattern is unauthorised upgrades, misrepresented packages and billing that continues after cancellation. Customer Service & Support Quality (2.8) carries the positive experiences, while Billing, Contracts & Account Management (0.6) and Communication & Responsiveness (0.5) attract sustained, detailed complaints.
What is Rewardsco.com's biggest strength?
Rewardsco.com's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Support Quality. Named consultants including Jerome Maharaj and Nomfundo are praised for patience, product knowledge and explaining contracts, VAT and billing clearly. Some agents resolve queries in one call and go beyond the reason for the call, though rude, dismissive conduct is also frequently described.
What are the most common complaints about Rewardsco.com?
The most common complaint about Rewardsco.com, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Contracts & Account Management. A recurring theme is upgrades and additional contracts processed without consent, undisclosed pro rata and migration fees, and debit orders continuing after cooling off cancellations and returned devices. Refunds and credits promised by supervisors stall for months, with some accounts reported to credit bureaus.
How does Rewardsco.com compare to other Fibre & Broadband companies?
Rewardsco.com scores 1.3 out of 5 on Hellopeter's AI analysis of service quality in Fibre & Broadband, compared to the Fibre & Broadband industry average of 1.9. Their strongest theme is Customer Service (2.8); their weakest is Communication (0.5). The top AI-rated Fibre & Broadband business on Hellopeter is Atomic Access (4.7). How is the AI Score calculated? →
Is Rewardsco.com trustworthy?
Rewardsco.com has a TrustIndex of 2.6 out of 10 on Hellopeter, based on 86 reviews in the last 12 months. They reply to 14% of negative reviews, typically within 166 hours 52 min. Hellopeter has tracked Rewardsco.com across 6,325 total reviews. How is the TrustIndex calculated? →
Recent reviews (86)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2022
Disappointed with Vodacom and Rewards Co,
To Whom It May Concern, I wish to lodge a formal complaint against Vodacom and Rewards Co regarding the unacceptable service, misinformation, unauthorized cancellation of orders, and poor customer experience my family has endured during an attempted upgrade transaction. One of my primary concerns is that I did not provide permission for either of my upgrade orders to be cancelled. I would like an explanation as to how agents and managers are able to cancel a client's agreement without first obtaining the client's approval or even communicating the cancellation. On 7 October 2026, I received a call from a Vodacom agent, Ms Naidoo, employed by Rewards Co, a company contracted to Vodacom. The agent explained an upgrade offer that included a PlayStation as an add-on. During the discussion, we specifically advised that we required the PlayStation as a birthday gift for our son and were assured that delivery would take approximately 1 to 3 days. Based on these assurances, we agreed to proceed with the upgrade. Quotation Number: *** Order Number: *** Shortly after the agreement, we received an SMS regarding the order; however, the PlayStation was not reflected. When we queried this, Agent Naidoo advised that the PlayStation was an add-on and therefore would not appear on the SMS. No formal quotation was emailed to us despite the transaction being processed. On 8 October 2026, after receiving no communication regarding delivery, I contacted Vodacom to follow up. To my shock, the consultant advised that there was no PlayStation add-on linked to the order and that the previous agent had processed the deal incorrectly. Thereafter, we spent considerable time contacting Vodacom and speaking with several agents and managers, including Asandile, Mo Essop and Leslie from Customer Service. In an attempt to rectify the situation, Asandile from the Upgrades Department assisted us in processing a new deal. We were informed that the original PlayStation offer was out of stock. However, Asandile confirmed that a PlayStation 5 Slim with one controller was available. Based on this confirmation, we agreed to proceed. Quotation Number: *** Order Number: *** Consultant Name: RAMOT012 Dealer ID: ACC FOR ID: BYTUP-BYTUP The quotation was received, reviewed and confirmed. However, when I contacted Vodacom again on 9 October 2026 to obtain an update, I was advised that I needed to wait 72 hours because the order was still pending. Subsequently, Team Leader Mo Essop informed us that there was now no stock available and that there was nothing Vodacom could do. Furthermore, I later discovered that the orders had been cancelled without my authorization and without any communication to me. This raises serious concerns regarding Vodacom's processes and customer rights. How can a contract or order that I agreed to be cancelled by Vodacom representatives without my consent or knowledge? I would further like clarity on the following: Why was I offered and allowed to accept deals for products that were allegedly not in stock? Why was stock confirmed on more than one occasion if no stock was available? Why were orders processed and confirmed only to be cancelled later? Why was I never proactively informed of the cancellation? Was a valid agreement entered into under false pretences? Will I be billed for any aspect of a cancelled agreement for products that I never received? This situation is completely unacceptable. My concerns are as follows: I was persuaded to enter into an agreement based on information that appears to have been inaccurate. I was assured that stock was available and delivery would occur within 1 to 3 days. Multiple Vodacom representatives provided contradictory information. I was repeatedly required to follow up myself to obtain updates. I was never proactively informed of stock shortages, processing issues or cancellations. I was offered and processed deals for products that apparently were not available. My orders appear to have been cancelled without my permission or knowledge. I was prepared to pay additional costs for expedited delivery due to the urgency of the matter, yet no practical solution was offered. My son's birthday was on 10 October, and Vodacom was fully aware of the importance and urgency of receiving the PlayStation before that date. What is most concerning is that every interaction resulted in a different explanation. One consultant blamed the system, another stated there was never an add-on, another confirmed stock availability, and finally I was informed that there was no stock and nothing could be done. This creates the impression that customers are being promised products to secure sales, only to discover later that those products are unavailable. All calls are recorded and can be reviewed. I request that Vodacom urgently investigate: The conduct and advice provided by Agent Naidoo. Why an order was processed for a PlayStation that allegedly did not exist on the system. Why a second order was confirmed if stock was not available. Why both orders were apparently cancelled without my consent. Why customers are not proactively informed of stock shortages or cancellations. The contradictory information provided by various agents and managers. I further request: A formal written response to this complaint. A full investigation into both orders referenced above. Confirmation of who cancelled the orders and under whose authority. Confirmation of what remedial action will be taken. Urgent intervention to determine whether the promised PlayStation can still be supp****. Written confirmation that I will not be billed for any product or agreement that was cancelled and never received. Appropriate compensation or goodwill consideration for the inconvenience, time, stress, disappointment and loss of trust caused. I am extremely dissatisfied with the service received and expect a prompt written response and resolution to this matter.
1 reviews | Active since Feb 2022
Disappointed with Vodacom and Rewards Co,
To Whom It May Concern, I wish to lodge a formal complaint against Vodacom and Rewards Co regarding the unacceptable service, misinformation, unauthorized cancellation of orders, and poor customer experience my family has endured during an attempted upgrade transaction. One of my primary concerns is that I did not provide permission for either of my upgrade orders to be cancelled. I would like an explanation as to how agents and managers are able to cancel a client's agreement without first obtaining the client's approval or even communicating the cancellation. On 7 October 2026, I received a call from a Vodacom agent, Ms Naidoo, employed by Rewards Co, a company contracted to Vodacom. The agent explained an upgrade offer that included a PlayStation as an add-on. During the discussion, we specifically advised that we required the PlayStation as a birthday gift for our son and were assured that delivery would take approximately 1 to 3 days. Based on these assurances, we agreed to proceed with the upgrade. Quotation Number: *** Order Number: *** Shortly after the agreement, we received an SMS regarding the order; however, the PlayStation was not reflected. When we queried this, Agent Naidoo advised that the PlayStation was an add-on and therefore would not appear on the SMS. No formal quotation was emailed to us despite the transaction being processed. On 8 October 2026, after receiving no communication regarding delivery, I contacted Vodacom to follow up. To my shock, the consultant advised that there was no PlayStation add-on linked to the order and that the previous agent had processed the deal incorrectly. Thereafter, we spent considerable time contacting Vodacom and speaking with several agents and managers, including Asandile, Mo Essop and Leslie from Customer Service. In an attempt to rectify the situation, Asandile from the Upgrades Department assisted us in processing a new deal. We were informed that the original PlayStation offer was out of stock. However, Asandile confirmed that a PlayStation 5 Slim with one controller was available. Based on this confirmation, we agreed to proceed. Quotation Number: *** Order Number: *** Consultant Name: RAMOT012 Dealer ID: ACC FOR ID: BYTUP-BYTUP The quotation was received, reviewed and confirmed. However, when I contacted Vodacom again on 9 October 2026 to obtain an update, I was advised that I needed to wait 72 hours because the order was still pending. Subsequently, Team Leader Mo Essop informed us that there was now no stock available and that there was nothing Vodacom could do. Furthermore, I later discovered that the orders had been cancelled without my authorization and without any communication to me. This raises serious concerns regarding Vodacom's processes and customer rights. How can a contract or order that I agreed to be cancelled by Vodacom representatives without my consent or knowledge? I would further like clarity on the following: Why was I offered and allowed to accept deals for products that were allegedly not in stock? Why was stock confirmed on more than one occasion if no stock was available? Why were orders processed and confirmed only to be cancelled later? Why was I never proactively informed of the cancellation? Was a valid agreement entered into under false pretences? Will I be billed for any aspect of a cancelled agreement for products that I never received? This situation is completely unacceptable. My concerns are as follows: I was persuaded to enter into an agreement based on information that appears to have been inaccurate. I was assured that stock was available and delivery would occur within 1 to 3 days. Multiple Vodacom representatives provided contradictory information. I was repeatedly required to follow up myself to obtain updates. I was never proactively informed of stock shortages, processing issues or cancellations. I was offered and processed deals for products that apparently were not available. My orders appear to have been cancelled without my permission or knowledge. I was prepared to pay additional costs for expedited delivery due to the urgency of the matter, yet no practical solution was offered. My son's birthday was on 10 October, and Vodacom was fully aware of the importance and urgency of receiving the PlayStation before that date. What is most concerning is that every interaction resulted in a different explanation. One consultant blamed the system, another stated there was never an add-on, another confirmed stock availability, and finally I was informed that there was no stock and nothing could be done. This creates the impression that customers are being promised products to secure sales, only to discover later that those products are unavailable. All calls are recorded and can be reviewed. I request that Vodacom urgently investigate: The conduct and advice provided by Agent Naidoo. Why an order was processed for a PlayStation that allegedly did not exist on the system. Why a second order was confirmed if stock was not available. Why both orders were apparently cancelled without my consent. Why customers are not proactively informed of stock shortages or cancellations. The contradictory information provided by various agents and managers. I further request: A formal written response to this complaint. A full investigation into both orders referenced above. Confirmation of who cancelled the orders and under whose authority. Confirmation of what remedial action will be taken. Urgent intervention to determine whether the promised PlayStation can still be supp****. Written confirmation that I will not be billed for any product or agreement that was cancelled and never received. Appropriate compensation or goodwill consideration for the inconvenience, time, stress, disappointment and loss of trust caused. I am extremely dissatisfied with the service received and expect a prompt written response and resolution to this matter.
1 reviews | Active since Oct 2026
Worst company i have ever delt with
⭐ 1 STAR — Serious concerns about Rewardsco's handling of my MTN account I was contacted by a Rewardsco representative in June 2026 regarding my four MTN contracts. The representative already had detailed information about my MTN accounts and offered me larger data packages at what I was told would be a lower monthly cost. Because I use far more mobile data than minutes or SMSs, the offer sounded like a good deal. During the process, the representative also identified what she said was an error on one of my contracts that had caused me to pay more than I should have. I was told this had been resolved and that my monthly payment would be reduced even further. At no point was I clearly informed that I would later be charged migration or pro-rata fees. Approximately four months later, in October 2026, I was told that I owed these additional charges. I ended up paying approximately R700 extra to prevent my MTN lines from being disconnected. The most frustrating part is that despite everything I was promised in June, my monthly premium has not actually been reduced. I am also deeply concerned about how Rewardsco obtained my personal and MTN account information and what authority it had to access or make changes relating to my MTN contracts. I did not expect a third-party company to have this level of access to my customer information, and I believe MTN and Rewardsco need to provide a proper explanation of how my information was obtained and used. I feel that I was misled about the financial consequences of the changes to my contracts, and I feel financially exploited by the situation. I am requesting: • A full investigation into the sales call and changes made to my contracts. • An explanation of how Rewardsco obtained and accessed my personal information. • An explanation of why the migration and pro-rata fees were not disclosed. • A refund of the approximately R700 I was forced to pay to keep my services active. • A proper explanation of why the monthly amount I was promised has not materialised. I am posting this review to warn other consumers to be extremely careful when receiving unsolicited calls regarding their MTN contracts. Get every promise and every fee in writing before agreeing to anything. I hope Rewardsco takes this complaint seriously and provides a proper resolution.
1 reviews | Active since Oct 2026
Worst company i have ever delt with
⭐ 1 STAR — Serious concerns about Rewardsco's handling of my MTN account I was contacted by a Rewardsco representative in June 2026 regarding my four MTN contracts. The representative already had detailed information about my MTN accounts and offered me larger data packages at what I was told would be a lower monthly cost. Because I use far more mobile data than minutes or SMSs, the offer sounded like a good deal. During the process, the representative also identified what she said was an error on one of my contracts that had caused me to pay more than I should have. I was told this had been resolved and that my monthly payment would be reduced even further. At no point was I clearly informed that I would later be charged migration or pro-rata fees. Approximately four months later, in October 2026, I was told that I owed these additional charges. I ended up paying approximately R700 extra to prevent my MTN lines from being disconnected. The most frustrating part is that despite everything I was promised in June, my monthly premium has not actually been reduced. I am also deeply concerned about how Rewardsco obtained my personal and MTN account information and what authority it had to access or make changes relating to my MTN contracts. I did not expect a third-party company to have this level of access to my customer information, and I believe MTN and Rewardsco need to provide a proper explanation of how my information was obtained and used. I feel that I was misled about the financial consequences of the changes to my contracts, and I feel financially exploited by the situation. I am requesting: • A full investigation into the sales call and changes made to my contracts. • An explanation of how Rewardsco obtained and accessed my personal information. • An explanation of why the migration and pro-rata fees were not disclosed. • A refund of the approximately R700 I was forced to pay to keep my services active. • A proper explanation of why the monthly amount I was promised has not materialised. I am posting this review to warn other consumers to be extremely careful when receiving unsolicited calls regarding their MTN contracts. Get every promise and every fee in writing before agreeing to anything. I hope Rewardsco takes this complaint seriously and provides a proper resolution.
1 reviews | Active since Jul 2020
Terreble service
My name is Chuma Mtiya and I was sold a MTN 4G home router in 2025 that did not work at all and I kept calling them and they will pretend to have fixed it but still would not work . They have been debiting R339 since September 2025 till this date . I spoke to one of the supervisors Aydon Fisher and had told me that he has spoken to the cancellation team to cancel and I will get My refund . A Month has passed without me getting my money back and I have returned the router . They are selling targets to people instead of selling a working product . I do not know maybe they give pressure to their employees which then results in them selling us things that do not work . I need my money I am tired of the back and fourth that I keep on doing with Aydon Fisher on emails without any help My email is ***
1 reviews | Active since Jul 2020
Terreble service
My name is Chuma Mtiya and I was sold a MTN 4G home router in 2025 that did not work at all and I kept calling them and they will pretend to have fixed it but still would not work . They have been debiting R339 since September 2025 till this date . I spoke to one of the supervisors Aydon Fisher and had told me that he has spoken to the cancellation team to cancel and I will get My refund . A Month has passed without me getting my money back and I have returned the router . They are selling targets to people instead of selling a working product . I do not know maybe they give pressure to their employees which then results in them selling us things that do not work . I need my money I am tired of the back and fourth that I keep on doing with Aydon Fisher on emails without any help My email is ***
1 reviews | Active since Jan 2022
Worst service, dont use
If i could give minus stars i will, I did an upgrade with them, there was a deal on a phone, watch and earpods, i took the deal and 5 days later my package arrived with only the phone that i recieved late in the afternoon, after the courier left i checked inside and only found the phone, i contacted them the next morning and is still getting the run around and no one can assist me, this is the second time this has happened, all i need is the missing items and not to cancel the contract
1 reviews | Active since Jan 2022
Worst service, dont use
If i could give minus stars i will, I did an upgrade with them, there was a deal on a phone, watch and earpods, i took the deal and 5 days later my package arrived with only the phone that i recieved late in the afternoon, after the courier left i checked inside and only found the phone, i contacted them the next morning and is still getting the run around and no one can assist me, this is the second time this has happened, all i need is the missing items and not to cancel the contract
1 reviews | Active since Nov 2021
Misleading sales information, poor accountability, and an unfair cancellation process.
I am extremely disappointed with the service we received from Rewardsco. My wife was assisted by a consultant named Lungelo Tshabalala, who sold her a home router contract based on information that turned out to be completely false. During the sales process, he specifically advised that the data allocated to the home router could also be linked to her cellphone numbers and used while away from home. This was a major factor in our decision to take the contract. Unfortunately, after we discovered that this option does not exist. We have since spent countless hours being passed from one department to another at MTN, only to be told that the package sold to us does not support the functionality that was promised. To make matters worse, we are now trying to cancel the contract because it was sold under misleading information, yet we are being told that we must pay a substantial cancellation fee. It is completely unfair that customers should bear financial penalties for a contract that was misrepresented during the sales process. We request that Rewardsco investigate this matter thoroughly, retrieve and review the sales call recording with Lungelo Tshabalala, and listen to exactly what was promised during the conversation. The recording will clearly show that false information was provided to secure the sale. This entire experience has been frustrating, stressful, and costly. Customers should be able to trust the information provided by sales consultants. Based on our experience, I would strongly caution others to verify every claim made before agreeing to any contract.
1 reviews | Active since Nov 2021
Misleading sales information, poor accountability, and an unfair cancellation process.
I am extremely disappointed with the service we received from Rewardsco. My wife was assisted by a consultant named Lungelo Tshabalala, who sold her a home router contract based on information that turned out to be completely false. During the sales process, he specifically advised that the data allocated to the home router could also be linked to her cellphone numbers and used while away from home. This was a major factor in our decision to take the contract. Unfortunately, after we discovered that this option does not exist. We have since spent countless hours being passed from one department to another at MTN, only to be told that the package sold to us does not support the functionality that was promised. To make matters worse, we are now trying to cancel the contract because it was sold under misleading information, yet we are being told that we must pay a substantial cancellation fee. It is completely unfair that customers should bear financial penalties for a contract that was misrepresented during the sales process. We request that Rewardsco investigate this matter thoroughly, retrieve and review the sales call recording with Lungelo Tshabalala, and listen to exactly what was promised during the conversation. The recording will clearly show that false information was provided to secure the sale. This entire experience has been frustrating, stressful, and costly. Customers should be able to trust the information provided by sales consultants. Based on our experience, I would strongly caution others to verify every claim made before agreeing to any contract.
1 reviews | Active since May 2023
Formal Complaint: Unauthorised Contract Upgrades, Misrepresentation and Disputed Charges
Complaints Team, I am writing to lodge a formal complaint regarding unauthorised contract upgrades and two additional device contracts that were sold to me through Rewardsco, acting on behalf of MTN. In July, I was contacted telephonically by a person who represented himself as calling from MTN regarding my existing MTN contracts. I have subsequently been informed, after speaking to several MTN call centre and in store agents, that the individual was in fact from Rewardsco, acting on behalf of MTN. At the time of the call, I was 38 weeks pregnant and specifically told the agent that I was not interested in taking out any new contracts or upgrades. The agent then explained that he was not offering me an “upgrade”, but rather an update to my existing contracts. He told me that I could either pay the same total monthly amount and receive more data, or pay a lower total monthly amount while retaining the same data. I specifically and repeatedly asked whether my total monthly MTN payment would be lower than what I was already paying. The agent assured me that it would be and discussed the before and after amounts with me on this basis. This was the only basis on which I agreed to proceed. After this, the agent asked how long I had been an MTN customer. I told him that I had been with MTN for more than 10 years. He then told me that he was going to send me two FREE phones. He repeatedly represented these devices as free, even going so far as to suggest that, if I did not need them, I could give them to my mother, child, domestic worker or somebody else. At no point did I knowingly or willingly agree to purchase two additional phones, nor did I knowingly agree to enter into additional 36 month device contracts or to increase my overall monthly financial commitment to MTN. I have now discovered that, contrary to what I was expressly told, my existing contracts were upgraded and I was signed up for two phones over three years. I did not sign any documentation agreeing to this, and I did not knowingly give telephonic consent to these additional financial obligations. To be clear: this is not a case of me changing my mind after agreeing to an upgrade. I dispute that valid and informed consent to these contracts was ever obtained. The products, contract terms and financial obligations ultimately placed on my account were materially different from what was represented to me during the sales call. I have subsequently contacted MTN on multiple occasions. Each time, I have effectively been told that MTN cannot assist me and that I need to deal with Rewardsco. This is completely unacceptable. Rewardsco contacted me on behalf of MTN, sold me MTN products and caused contracts and charges to be placed onto my MTN account. MTN cannot simply distance itself from the conduct of a sales channel acting on its behalf while simultaneously holding me liable for the resulting contracts and collecting payment from me. To make matters worse, when I refuse to pay amounts that I dispute, MTN suspends my account, leaving me unable even to use my MTN service properly while attempting to resolve the very dispute that caused the suspension. I therefore formally require MTN to: 1. Immediately investigate the sale and retrieve and listen to the complete recording of the original sales call, including all representations made regarding my existing monthly amount, the alleged “update”, and the two “free” phones. 2. Provide me with a copy of the complete call recording, together with any documentation, electronic records, confirmations or other evidence on which MTN relies as proof that I consented to the upgrades, device contracts, 36 month terms and associated charges. 3. Reverse the disputed upgrades and device contracts in full and restore my contracts and account to the position they would have been in had these transactions never occurred. 4. Arrange, at no cost or inconvenience to me, for the collection and return of both phones. 5. Refund all amounts already debited or charged to me as a result of the disputed transactions, including any associated fees, penalties or charges. 6. Immediately ensure that my services are not suspended or otherwise prejudiced because I dispute amounts arising from these transactions. 7. Investigate the conduct of Rewardsco and the individual agent concerned and take appropriate action in respect of the misleading sales practices used. 8. Immediately investigate and confirm in writing whether my credit record or credit profile has been negatively impacted in any way as a result of these disputed contracts, charges, alleged non payment or the subsequent suspension of my MTN account. This must include confirmation that no adverse information, arrears, defaults, missed payments or other negative payment information relating to this dispute has been reported to any credit bureau. If any such information has already been reported, I require MTN to immediately take all necessary steps to have it corrected and/or removed, and to provide me with written confirmation once this has been done. I will not accept any adverse impact on my creditworthiness arising from contracts and charges which I maintain I never knowingly or validly agreed to. I am extremely concerned that the manner in which these contracts were sold involved material misrepresentation and misleading or deceptive marketing, including a failure to properly disclose the true nature, price and duration of the agreements and the creation of additional financial obligations without my informed consent. This raises serious concerns regarding MTN and/or its agent’s compliance with the Consumer Protection Act, National Credit Act and other applicable South African consumer and credit legislation. Should MTN not resolve this matter promptly, I reserve my right to escalate the complaint to the appropriate external bodies, including the National Consumer Commission, ICASA and, where applicable, the National Credit Regulator and/or relevant Ombud, together with the details of the sales process and the call recording. I have been an MTN customer for more than 10 years. I find both the original sales conduct and MTN’s subsequent refusal to take ownership of the problem completely unacceptable. I expect MTN to take responsibility for a transaction concluded through a party acting on its behalf and to resolve this matter urgently. If this matter is not satisfactorily resolved, I will also reconsider and, where contractually possible, terminate my remaining business with MTN. Please acknowledge this as a formal complaint, provide me with a complaint/reference number, and confirm in writing what action will be taken.
1 reviews | Active since May 2023
Formal Complaint: Unauthorised Contract Upgrades, Misrepresentation and Disputed Charges
Complaints Team, I am writing to lodge a formal complaint regarding unauthorised contract upgrades and two additional device contracts that were sold to me through Rewardsco, acting on behalf of MTN. In July, I was contacted telephonically by a person who represented himself as calling from MTN regarding my existing MTN contracts. I have subsequently been informed, after speaking to several MTN call centre and in store agents, that the individual was in fact from Rewardsco, acting on behalf of MTN. At the time of the call, I was 38 weeks pregnant and specifically told the agent that I was not interested in taking out any new contracts or upgrades. The agent then explained that he was not offering me an “upgrade”, but rather an update to my existing contracts. He told me that I could either pay the same total monthly amount and receive more data, or pay a lower total monthly amount while retaining the same data. I specifically and repeatedly asked whether my total monthly MTN payment would be lower than what I was already paying. The agent assured me that it would be and discussed the before and after amounts with me on this basis. This was the only basis on which I agreed to proceed. After this, the agent asked how long I had been an MTN customer. I told him that I had been with MTN for more than 10 years. He then told me that he was going to send me two FREE phones. He repeatedly represented these devices as free, even going so far as to suggest that, if I did not need them, I could give them to my mother, child, domestic worker or somebody else. At no point did I knowingly or willingly agree to purchase two additional phones, nor did I knowingly agree to enter into additional 36 month device contracts or to increase my overall monthly financial commitment to MTN. I have now discovered that, contrary to what I was expressly told, my existing contracts were upgraded and I was signed up for two phones over three years. I did not sign any documentation agreeing to this, and I did not knowingly give telephonic consent to these additional financial obligations. To be clear: this is not a case of me changing my mind after agreeing to an upgrade. I dispute that valid and informed consent to these contracts was ever obtained. The products, contract terms and financial obligations ultimately placed on my account were materially different from what was represented to me during the sales call. I have subsequently contacted MTN on multiple occasions. Each time, I have effectively been told that MTN cannot assist me and that I need to deal with Rewardsco. This is completely unacceptable. Rewardsco contacted me on behalf of MTN, sold me MTN products and caused contracts and charges to be placed onto my MTN account. MTN cannot simply distance itself from the conduct of a sales channel acting on its behalf while simultaneously holding me liable for the resulting contracts and collecting payment from me. To make matters worse, when I refuse to pay amounts that I dispute, MTN suspends my account, leaving me unable even to use my MTN service properly while attempting to resolve the very dispute that caused the suspension. I therefore formally require MTN to: 1. Immediately investigate the sale and retrieve and listen to the complete recording of the original sales call, including all representations made regarding my existing monthly amount, the alleged “update”, and the two “free” phones. 2. Provide me with a copy of the complete call recording, together with any documentation, electronic records, confirmations or other evidence on which MTN relies as proof that I consented to the upgrades, device contracts, 36 month terms and associated charges. 3. Reverse the disputed upgrades and device contracts in full and restore my contracts and account to the position they would have been in had these transactions never occurred. 4. Arrange, at no cost or inconvenience to me, for the collection and return of both phones. 5. Refund all amounts already debited or charged to me as a result of the disputed transactions, including any associated fees, penalties or charges. 6. Immediately ensure that my services are not suspended or otherwise prejudiced because I dispute amounts arising from these transactions. 7. Investigate the conduct of Rewardsco and the individual agent concerned and take appropriate action in respect of the misleading sales practices used. 8. Immediately investigate and confirm in writing whether my credit record or credit profile has been negatively impacted in any way as a result of these disputed contracts, charges, alleged non payment or the subsequent suspension of my MTN account. This must include confirmation that no adverse information, arrears, defaults, missed payments or other negative payment information relating to this dispute has been reported to any credit bureau. If any such information has already been reported, I require MTN to immediately take all necessary steps to have it corrected and/or removed, and to provide me with written confirmation once this has been done. I will not accept any adverse impact on my creditworthiness arising from contracts and charges which I maintain I never knowingly or validly agreed to. I am extremely concerned that the manner in which these contracts were sold involved material misrepresentation and misleading or deceptive marketing, including a failure to properly disclose the true nature, price and duration of the agreements and the creation of additional financial obligations without my informed consent. This raises serious concerns regarding MTN and/or its agent’s compliance with the Consumer Protection Act, National Credit Act and other applicable South African consumer and credit legislation. Should MTN not resolve this matter promptly, I reserve my right to escalate the complaint to the appropriate external bodies, including the National Consumer Commission, ICASA and, where applicable, the National Credit Regulator and/or relevant Ombud, together with the details of the sales process and the call recording. I have been an MTN customer for more than 10 years. I find both the original sales conduct and MTN’s subsequent refusal to take ownership of the problem completely unacceptable. I expect MTN to take responsibility for a transaction concluded through a party acting on its behalf and to resolve this matter urgently. If this matter is not satisfactorily resolved, I will also reconsider and, where contractually possible, terminate my remaining business with MTN. Please acknowledge this as a formal complaint, provide me with a complaint/reference number, and confirm in writing what action will be taken.
1 reviews | Active since Feb 2025
The perfect package for my needs
I’m really happy with my upgraded "personalised" network package! 😊 I love that it’s based on what I actually use every day, so I’m not paying for things I don’t need. It’s affordable, convenient, and gives me exactly what I need to stay connected. Definitely worth it! ❤️📱
1 reviews | Active since Feb 2025
The perfect package for my needs
I’m really happy with my upgraded "personalised" network package! 😊 I love that it’s based on what I actually use every day, so I’m not paying for things I don’t need. It’s affordable, convenient, and gives me exactly what I need to stay connected. Definitely worth it! ❤️📱