Mobile Telephone Networks [MTN] South Africa
Reviews and Complaints

I got scammed today by someone claiming to be calling me from mtn and aparently its a scam which has been going around and mtn has failed to protect us users of their network. Based on the three security questions that you as mtn requires so as to verify the person who' s number has a problem anyone can call and pretend to be someone they are not as was the case with my number. Nonetheless my phone was not functioning for a period of 6 hours and yet alot was done on that number without my authorisation. I called you guys and was informed it was a scam and that they will reverse the sim swap which took about 3 calls from me and eventually was done. I then loaded airtime on my phone and r20 was immediately deducted and I had no idea why. So I called mtn to get some answers and was told yes that airtime was borrowed at 15:32. I then proceeded to tell this mtn lady that I did not authorise that as my phone was not working at that time. She kept on saying it was done on your number. We kept on repeating the same thing and eventually requested to speak to someone else. A gentleman also said yes it was done in your number and there is nothing we can do about that. I proceeded to ask how mtn is going to help me because I cant have random airtime being taken from account which I have no knowledge of and was told there was nothing they could do as this was a rica problem. I feel cheated because I have been a loyal member to you guys and are treating me like crap.

Never in my living life had i got i cross such bad service ever, and wondering how would mtn ever hire such unprofessional staff like ones in mtnsoshanguve crossing, again heard i known that i would get such bad service i would've not signed up with mtn...all i needed was to have a secondary sim with the same number for my router since i upgraded to a data sim package..today my wife went to the outlet and she was told she can't help because they don't know how to it...i called in asking how possible is that they can't help us and some lady with extreme bad attitude said to me, we are helping you what help do want and then hang the phone on..we called 808 and they told us the outlet will help us with that and then boom i had to be giving attitude...and i feel i want to cancel that upgrade since i can't get help from mtn and your service consultants @soshanguve crossing are so unprofessional and too arrogant...@MTNza

25/01/2018 I handed my phone in at MTN Shelly Beach (in Shelly Centre). The branch has not even dispatched the phone to the repair centre! I have logged numerous complaints on various sites!
05/02/2018 I was contacted by Kerry (shop manager) and advised she would sort it out and provide me with feedback.
09/02/2018 I am en route to collect my phone as it is still sitting at the branch!
MTN is useless!

I have upgraded two phones on the 15th of January 2018 to date the 8th of February I have not received the package. I called [protected] I e-mailed the agent who did the transaction he hardly respond to my e-mails. The agent said it is the warehouse problem but he never gives me any feedback . I am the one sending him e-mails but rarely he responds.

got an 3 sms from MTN on Tuesday night after playing MTN spin and win to use first sms was for 7 free minutes that can use call mtn to mtn second sms it was voucher that I can use at Shoprite or any checks but the sms didn't specify if can go to any exclusive Shoprite or/checks fone MTN immediately to find out they confirmed that I can go to any Shoprite or checks went to Florida checks to use the voucher when got there voucher was not working called mtn they told me they off line for two hours later called in to find out if they up and running as wanted to go use the voucher to my surprise the agent told me my voucher has been used Tuesday same day I receive the sms while got sms at around 10 pm requested to speak to the supervisor was put through to Anele Dlulda who told me she is a senior manager at customer car asked her were in SA Shoprite /checks its open at 10 PM she could not even answer my question ask her read the voucher number got from mtn via sms totally gave in incorrect voucher number gave the one received via sms she told me she will escalate my complaint still waiting even today need someone higher contact me urgently and tell me can go spend my voucher as the sms say if not will take this matter further because MTN will be scamming their customers to buy data and play win and spin my contact number is as follow [protected] work number [protected] am expecting your call before 1pm as want to go spend my voucher today will be out of the country nix weekk for the rest of the year so really need feedback today and your stall are all incompetent including Anele Dlulda who call her senior manager don't know how she got that tittle if she cant resolve customer complaint at first

I upgraded my contract on the Sat of the Black Friday Promotion ([protected]). The sales lady reported the deal/transaction to all powers to be involved in the promotion. Due to a backloh at Mtn my application was only approved the last week in Nov and my handset received on 1 Dec. The sales lady, Kerry from Jacqueline Mall Alberton assured me that my deal was reported and she was awaiting feedback on the tv. Mtn, rewards, replied to me that i wont receive my tv and is ignoring my emails. I didnt claim the tv on the rewards app as i wasnt advised to do so when i received my phone, also thinking that the emails send would suffice. We have been clients of Mtn for more than ten years and this is how loyal clients are treated. I will appreciate it if Mtn will honor their promotion and give my my tv

Looking forward to your reply
I can be contacted on my cell nr or email fransina.[protected]@cortac.co.za or my husband at ernie.[protected]@gmail.com

Thank you

Fransina

I spend on average r1000+ on data every single month. On your mtn loyalty programme we are "rewarded" 1 point for every rand spend. That would be great if the point was worth r1 and not 10cents. So today I have 2000pts and lo and behold I can buy only 50mb for that.

My husband works in zambia and for 50kwacha he gets 2gigs are u kidding me.

I am going back to cellc..[censor] network but awesome tarrifs...

I am sick of subsidizing zambia nigeria etal with my rands. Why cant our tarriffs be like theirs. As a sales facilitator I know a scam when I see it. Mtn is a scam in south africa... Ppppfffttttt 50 damn mb

Mrs hayley prinsloo

I have left SA in January 17 and was very much aware that my contract expires on 7 December 17 and was aware of my responsibility for MTN to continue but is not acceptable is for MTN to continue taking money from my account when i am not using any data at all but most of all do not have a contract with them. This is illegal and i therefore want MTN to refund all monies

I bought an iphone 6s at Mtn store, I WAS OFFERED insurance on which I decided to take because I was explained that my insurance covers upto a phone with the value of 15k, 2 YEARS later my phone gets lost now they want to give me a phone that's worth 12K OF WHICH IT'S THE SAME PHONE I RECIEVED, this people are deceiving and ripping us off.I spoke to a consultant he told that there's nothing I can do!MTN lead me to take the insurance because I received information about my insurance that it covers for a 15k phone, my phone was worth 15k when I bought it so I don't understand why they don't want me to issue me a phone that's worth what I'm paying for.it would be a loss for to receive a phone that's 11k to 12K whilst I'm paying insurance that's for 15k, it gives an impression that year later because my contract is 3yrs my phones value would be well lesser than 10k whilst I'm paying for an is rance that's covering up to 15K!if this was explained to me I would've have taken the insurance I the 1st place, I would've took my business somewhere else where I get what pay for.MTN INSURANCE IS A Rip off

Hi, my name is Melanie vd Merwe. I am presently a contract customer of MTN. Day before yesterday I attempted to backup my iPad using a hotspot from my cell phone to my iPad. This failed (message was that the network connectivity was too poor) resulting in me going into the MTN store in the Pavilion (branch near PnP), where their staff member Neville advised me to ensure both my cell phone and my ipad were being charged at the time of activating the hot spot. I returned home, and did this, which still failed, which then led me to calling the MTN call centre. I was passed from pillar to post because none of the 4 people I spoke with could help me. The last person I spoke with advised me to go to an MTN store to resolve the matter, which I found funny considering I had just been to one. I told the staff member this, but they said they couldn't help me, otherwise.

I returned to Neville at their MTN Pavilion branch and repeated what the call Centre staff told me. Another gentleman in the store was querying the same problem, at the time, by the way. I should have taken his details.

Neville called the call centre and advised them that the network connectivity is poor and that they needed to assist him. They advised him that we would need to wait until it strengthened. Neville then sent me on my way. It was past 3pm by this time.

I left the hotspot on, waiting for it to strengthen. The next morning, I received an sms advising me that my 5g allocation, which had been allocated the day before for the month of January, had been used up, and that I would be charged out of bundle rates for the balance of January. I then mailed MTN to query this as I believed their records to be inaccurate as I categorically hadn't received the service I was expected to pay for.

The mail thread below reflects our communication since I logged the call.

Please help me, as I am not only not winning wrt the connectivity, I am helpless to MTN's staff who are adamant about charging me. I have subsequently requested a settlement value from them, as I plan to discontinue my contract with them, as I prefer to not be in a relationship with a party which prioritizes itself at its customer's expense.

In May 2017 I received my phone and signed my contract for R299 per month. And months passed. 6 months passed. I phoned MTN every week to ask why I wasn't receiving minutes / data, to no avail.

Eventually, last month they called and miraculously sorted my situation out (although I only received one month's data/minutes - nothing for the months I was paying for and receiving nothing).

Then, this month, MTN debits my account for R339. I asked them about it and they're insistent that my contract started in November 2017.

So why do I have documents signed in May 2017 which state that I pay
R299 per month?

It's fraud and it's theft.

I've paid MTN R 2133 over the past 7 months and all I've received is about 400 MB and 180 minutes.
I am literally sitting at my desk crying because nobody is responding to me via email or helping me at the call centre.

All I want is:
500 MB per month,
200 minutes per month
200 sms per month
to pay the agreed R299 as per my contract.

Breach of contract is a very serious thing and nobody at your shops are helping me.

I'm very close to filing a complaint with the NCC.

Thobekile, re my mail below where I asked you specifically to ensure that a double payment is not deducted at the end of November since I made a manual payment(of which I've send you and how many other people the proof of) after last month's debit order did not went through(which I arranged before end last month with MTN but it was not actioned).

Not only did a double payment went through, it also went off my previous bank account. That after I received confirmation from MTN that the debit order has been changed to my new account.

This is now on top of the fact that I struggled for a week to get my services reconnected after I paid last month's instalment manually.

I get charged for every debit order that bounce apart from the fact that it reflect badly on my profile. All because of MTN staff incompetency.

I do not know yet who I else I will have to contact in order to get this issue resolved.

I use to be satisfied with MTN but if this is the kind of incompetency tolerated at MTN I will most definitely change my service provider. And advise any and everybody I come into contact with likewise.

Hi

Contact number [protected]/[protected]/[protected]/
Email: [protected]@gmail.com/[protected]@gmail.com

My name is siyabulela ngadlela id number [protected], I went to apply for a contract phone (Huawei p10 plus) at mtn parow centre (Down stairs shop) early last week. The contract was approved and I collected it on saturday the 11/11/2017 due to them not having stock. My main reason for buying that particular phone was because it takes dual sim. And that my partner did not want to loose her old number due to work related issues.

The ladies that were selling me the phone, one of them going by the name of monique phillips gave me the phone and I took it home. Because I was buying it for my partner. We turned it on, charged inserted the new sim card and my old sim card. But it was only reading one sim-card to our shock we phoned mtn contract customer care 808 they told us to go to the store and let them activate the second sim-card slot.

When we got there this morning the 13/11/2017, the lady told us that mtn does not support dual sim. Then we told her that she could have said that on the day. She replied by saying that I did not ask. All the other customers ask. So we told her that we were going to ask if the phone features were not including dual sim. But the huawei p10 plus phone comes with dual sim. So it was her responsibility to let me know that as mtn they do not support this feature regardless. We as customers know nothing about networks not supporting dual sim or some features phones come out with. Now its their responsibility to let us know. They just wanted to make sales and did not worry about how we are going to feel; when we find out the truth. When I asked her what are we going to do because if the phone does not give me what I wanted then its not right so the should take it back or order me a phone that is going to support dual sim because that's what I wanted. She told us that she wont take the phone back because there's nothing wrong with it. And started an argument with my partner saying that she has a stinking attitude, insulting her which I think that is also unacceptable instead of arguing with a customer she could have just kept quite, or called up the store manager. She was just too sure that she can handle the matter by arguing with an angry customer which they by not being honest instigated the matter. She was very rude to an extend that my partner could not help it but answering back the same way. The other consultants in the shop were busy laughing while she was passing ugly remarks and making mockery of my partner.

My desirable solution to this matter is for mtn to activate the dual-sim slot or order me a p10 plus that supports dual sim. If they can't do these two they the must cancel the contract so I can go to other netwoks for the same phone. As for the lady I would just want her to be disciplined and trained how to deal with customers because clearly she wasn't trained. I want her to apologize to my partner and I because she has been crying from the time we left the building could not go to wok and had to go straight home. That is a day pay gone for us.

Their contact number is [protected]

Good day

My contract was due for a upgrade December 2016. Im no longer in Brits but stay with my daughter in Groblersdal. Unfortunately there wasnt a Mtn in Groblersdal until now. Today I was told that someone upgraded on my account on the 24 January 2017. I want more information on this matter. Who signed the upgrade etc. and if done telephonically, I would like to hear the recording. I never received another phone.

Please let me know what are going to be done about the matter.

Annetjie Roos

[protected]

Hi I was an existing customer that canceled my contract on the 8th Jan 2017 and moved to prepaid. I have confirmation of this. Since then I have been billed (R1190 March, R1978 March, R1195 May, R74 Nov, R1950 Nov, R3225 Nov) That is a total of R9613 this year. Since May 2017 I have not been in South Africa and no longer in possession of the Sim card. I have emailed every email I could find of MTN on these dates (26/07, 28/07, 1/08, 3/08, 4/08, 26/09, 7/11 and 8/11) and still have had ZERO reply. I have called them a total of eight times from the UK costing me a lot of money each time. Each phone call said that it has been resolved but then a month later I get another debit order. I have copied in ABSA to stop the debit orders but they still keep coming. I have no idea what to do, I have started copying in the commercial crimes unit into the email chain as well as ABSA fraud department but this has had not effect.

Date of Incident: 27 September 2017

So after after battling for about 2 months to get my cellphone delivered after I upgraded via the MTN Retentions centre, I decided to phone in to complain as I had still not received it after various promises and excuses of the problems they were having at their warehouse.

I phoned in and spoke to a lady by the name of Nthabiseng on 27 September 2017. She was more than happy to assist me in resolving my issue and in so doing, the pointless upgrade that had me paying for a phone I never received for 2 months was cancelled and she assisted me with a downgrade to a sim only package.

Because the debit order was already due to go off at the bank, they were unable to adjust my debit order amount for October 2017. I was therefore once again debited for a contract and phone I did not have, but she promised me that she will arrange for the difference to be credited to my account so I left it.

Much to my surprise, I received an invoice for my November 2017 debit order that not only did not include my refund I was promised, but they still wanted to debit me for the more expensive contract, that was cancelled (with confirmation in writing)!

I then phoned in to the contact center on 01 November 2017 to log a query for the incorrect invoiced amount to be fixed before my debit went off on 07 November 2017. I was advised that this will be sorted out within 48 to 72 hours and received my reference number 1-[protected].

As today is the 7th, I phoned in to find out if my query had been resolved as I have not received any feedback. Much to little surprise, I was let down once again as the query has still not been resolved and now I will be debited for a 4th consecutive month for a contract and phone I do not have.

I have been a client of MTN since the age of 20 and never in my life have I ever received such bad service as I have received in the last 4 months. This has just absolutely become pathetic.

I don't know how much patience they expect their customers to have, but surely 4 months of problems and patience is just absolutely ridiculous!

I upgraded my phone on the 26th of October 2017, and I was told it will be delivered asap. I received an email that I must bring the proof of residence which I do every time I do an upgrade.
This time I phoned on Friday last week to check how far is my phone, I was told that it was sent back because there was no contact details on my profile and it will be delivered on Monday. Yesterday I phoned and the same story that my contact details are not there so I couldnt be contacted. Today I phoned the mtn where I have been transfered from pillar to post and nobody knows what is happening in those call centres and there is no professionalism, the lady from upgrades department didn't even tell me she was tranfering me to another department which was customer care, at customer care I was transfered back to upgrades. I have been your client for more than 10 years but this service sucks that I am not sure if I can refer my family and friends to this nonsense.

To whom it may concern
Good day
I will like to lodge a complain about an undelivered upgraded phone in April 2017

I received a call on number [protected] from CCI which I belief it woks hand in hand with MTN
The callers name was Bokeni and she asked me if I did not want to upgrade my phone since I was overdue..We spoke I agreed to upgrade ...My number is [protected]..
She promised the delivery will be within 7working days ..Until today I have not received it and an amount of R224.99. Ref C0074749 has been deducted monthly from my cheques account.
I went to lodge a complain at MTN Direct in Wonderboom Mall but I couldn't get any assistant.
I am pleading with MTN to reverse all my debit order because I did not receive any phone.
This 31, October an amount of 681 was deducted from my account
Your kind assistance is highly appreciated
Warm regards
Anna Moketi Vera Mogashwa
[protected]

Just the other day I checked my data balance and had just short of 22GB. Whilst out two days ago, my phone wouldn't connect to the internet. I checked my data, expecting to see at least 20GB, but to my surprise, I only had 4KB... I barely even use 5GB a month, LET ALONE 21GB + IN 3-4 DAYS!
Also, I am supposed to get 52GB a month, as per my contract and this month I only received 2GB.
This is pathetic, WHERE IS MY DATA?!

My cell phone was stolen on October 16
On October 17 I went to the closest mtn shop (code 0658 )where I was told that I had to do a sim swap only to be told that they could not do a sim swap as their system can not do that.
They then sent me to another mtn shop (code 1367).

After waiting for a long time while they punch all the data into the system I was told to wait 2 hours and then register the card.
4 hours later the phone still did not work so I phoned mtn customer care, they told me to return the sim card to the mtn shop.
I returned the sim card only to be told that I can only do a query after 24 hrs.
The 18 th went by still the phone did not work.
On the 19th I went back to mtn shop (0658) to see what was wrong.
Some time after 9 am the shop opened by now a few customers were waiting at the door.
One person then started helping the customers, after waiting a long time I was told that they could not help me, that I had to go back to shop(1367).

At shop (1367) after waiting forever while they did their typing on the computer I was told that they would contact me before the end of the day
It is now after 13:00 and still no phone.
At 17:00 I went back to shop (1367) once again I was told that they could not do anything and that I just had to wait.

On the 20th still no phone.
I returned to shop(1367) once again they did their typing thing on the computer and told me I had to wait 2 to 24 hours to see if the phone starts working.

21 st. I phoned mtn customer care, once again they said that they could not help me and that i had to return to the shop...

it is now 11:00 on the 22nd still my phone is offline...
please please what am i supposed to do