Mobile Telephone Networks [MTN] South Africa
Reviews and Complaints

I have two accounts with MTN
The debit order every month is about R1170 for both contracts
Now, I've had problems before. But this takes the cake.
Last month my account was debited with only R470 (there were more than enough funds for the general amount of R1170. As I received my statement this week, it shows I owe MTN R690 for last month and the total that will be debited this month is R1890. Now furious, I phone the call centre.
No one can tell me why they only debited R470 last month, eventually speaking to the debtors department this lady informs me, they decided to Bill me for next month as well.
What?
Why?
And they can't reverse the debit order because it's been sent through already.
MTN does not know what is going on with their accounts and different departments, there is no Communication either.
It seems like everyone just do whatever they want.
I refuse to pay MTN R1890 for their mistake and Ido not want to pay for next month in advance. I am more than happy to cancel both contracts and go to another service provider.

My contract number ( [protected]) was credited 2GB of data Saturday [protected]) morning and I had had at least 1GB on me. On Sunday [protected]) I was left with almost 200MB. I know I could not have used that amount of data and my phone could have warned me about data usage. I then reported this via HelloPeter and MTN facebook account and I was told my 2GB data was refunded/reloaded. Until today I have not yet received my data.

I am not sure where you are expecting me to pay for something I did not get. can someone sort this out please?

Now I am going to RANT. MTN has got to be the most useless service UNprovider.
1. For every query you have you will try at least 4 times before you get a proper answer.
The correct answer will probably be the sum of all the different answers you have been given by all the different agents you have spoken to.
2. I signed up for LTE, for which we have coverage. We are still waiting 5 months down the line. Promised to contact me by email. Ha! Ha!
3. Phone stolen so try to do a SIM swap. Off line yet again. Since 2.30. Now 4.20. They want the most often dialled number. Do they seriously want all 95 numbers I contact equally regularly?
4. I have a workshop on Saturday and need to contact those attending.
5. 4 calls later someone tells me I need to get a police affidavit. Why didn't the first person person me this?
My summary is that MTN gives half delivery, half time, half answers. 5/10.
That might be acceptable for a Matric pass.
Not for customer service.
I hope MTN reads this.

Good Afternoon.

On 8 September 2017 I purchase a Nokia 3 at Foschini N1 City Cape Town. On that week I did not use the to make call or anything. the only things we did was to load whatsapp and my banking app. I found that during that week the battery of the phone keeps running flat, after I have charged it the first time for 16hour. Every time I had to charged the phone eventhough it was not used. I then took the phone back on 11 Monday that evening. The Friday evening I got a call from the sales lady Genevie that I had to come sign some documents. She agree with me that the battery is faulty and Not the phone. Only the next week the phone was send to MTN repaired shop. No follow - up were made as the Sale lady said they are not suppose to phone they must wait . I was the phone who had to phone MNT repair shop and follow up. Last week Thursday I phoned Foschini N1 spoke to a Sane, explain to her she then said she will phone me back that day. Never phone to back till today. Sunday I went to the shop spoke to Genevie and the Admin Manager as Sane is off duty. day. They new my story promise to find out whats happening. Today is Tuesday in my 21days . There service is BAD selling your product. I need a new phone as this battery cannot be removed. I am paying for something which I have not. I have left all document with them as I was cross for this bad service.

I took my phone into MTN [protected]@Reds for repairs on the 5 Aug 2017. This is due to a Defect on a Sony phone. I phoned and followed up with them on the 3rd September on my phone and they said it was repaired and on its way back to there premises. I phoned again a week later and was told a different story, after me questioning there contradictory answers with there manager (Mpho) she then investigated to find out that they sent my phone to there warehouse instead of the repair centre. They then on the 13th September came to the conclusion that my phone is gone. I Have now needed to deal with the office that MTN [protected]@Reds reports to. I am just receiving messages busy with it. There is no resolution and I still do not have a phone.

I do not want to deal with MTN another day longer, I need to know how do I cancel this contract.

I had a 10gb Data bundle and on the 21st of September I was made to believe I can migrate to the 20Gb and the cost will be R499 per month and no fee to migrate. This was confirmed multiple times to me by Nonthando at MTN the Grove Nelspruit. However, 2 days later I found my monthly cost are now actually R1045 pm. I contacted Nonthando at The Grove again who claimed that it's incorrect and definitely only R499. After I insisted she to confirm this she came back and said she made a mistake as it is R1045 and will rectify. Since then after many many phone calls, email, online messages via Messenger I have not received any response. However I got a call from Nonthando this morning the 2nd of October only to be advised this cannot be fixed and I must wait for 3 months and try again. UNBELIEVABLE! So again tried to report it with absolutely no response from MTN. I will then revert to every platform to express my unhappiness about this poor service until the problem is resolved and I be put back to my original 10gb package

I have been a subscriber of mtn for more than 10 years I did an upgrade on the 17 August 17 today is the 21 september 17 i havent received my handset I have been calling MTN daily wanting to know if they have contacted their warehouse to send information to DSV so that i can have my phone but they have been rude and stubborn saying my matter has been closed and i have been given a reference number to follow up with dsv ref [protected] their tel number is [protected] which i have contacted them on numerous occassion and i have been given the same answer.
I then called the call centre wanting to cancel so that I can go to a nearest mtn branch and request them to call the call centre and do cancellation, i did exactly that but the call centre agent told the sales rep that my phone has been invoiced.
I then called the head office and assisted by Pat Maimane who keeps on promising and asking me to call her after 30 or 20 minutes cause she is still busy with something.
when I call after 20 or 30 minutes she cuts me off

I am not sure why should i be frustrated like this chase dsv for my phone cause i have a contract with mtn not with DSV .
Mtn keeps on blaming DSV

all I want is them to cancel the upgrade to enable me to go to the nearest branch and do an upgrade please.

My 24 month contract expired 1 July 2017 to which I gave more than 2 months notice to cancel. Cancellation reference number [protected]. My wifes 24 month contract expired 8 Aug 2017 to which I gave 3 months notice to cancel (ref # [protected]). I have have it in writing here on hellopeter where MTN's Willem Loots assures me that the contracts have been cancelled, but eversince Mtn has been deducting money from my account, and on 31 Aug 2017 they stole another R991.81 from my bank account which is even more than both accounts put together.
Cancellation reference numbers [protected] and [protected]
Cancellation reference numbers: A3988193 and A0908188
Cell numbers: [protected] and [protected]

Good day, I went to MTN Sasolburg yesterday to upgrade my contract and took a i-phone at 11H50 the morning. I went back to work and opened my phone to start it up, After I started the phone and made the requirements I then proceeded to test the phone and tried to make several phone calls, however it was faulty as the receiving ear piece speaker did not work and I could not hear anyone on the phone. I went in to the settings and found that all were in place. I then took off from work again and went back to the MTN store in Sasolburg. On my arrival the person who helped me with my upgrade were suddenly off from work and then had to speak with Stephan one of the other consultants. He then told me that I can not file a complaint as I need to wait a day. My contract with MTN clearly states that a faulty devise needs to be replaced within 7 days. Stephan were very arrogant with me and told me that they are always correct and the client is always at fault. Till now I haven't received a new phone nor given the chance to choose another phone, as he clearly stated that they do not have any stock on the i-phone. THE MTN SHOP IN SASOLBURG NEVER HAVE STOCK, PLEASE HELP ME RESOLVE THIS PROBLEM TODAY AS I NEED MY PHONE FOR WORK. I am highly disgusted in the way I was treated at the MTN shop in Sasolburg, and no one gets back to me.

On 4 July 2017 I went to MTN Cape Gate to change the banking details of my mothers contract with MTN as she passed on and the bank account will be closed by the Executors. I was told she must be there in person - which was rather impossible. Then I was informed by Christopher Cell [protected] of the Cape Gate branch that no banking details are allowed to be changed. MTN will cancel the contract as my mother (Mrs A Langhoff - [protected]) is deceased and the last payment in the amount of R249.00 will be deducted at end of July 2017. No lump sum settlement will be due.
On 29 July 2017 I received an sms cancellation fee of R2555.97 is due. I Specifically asked whether a lump sum settlement will be due as I would prefer to keep the contact until it expires and then I will cancel it. Currently I do not have the funds for a once off cancellation fee and why loose the benefits.
I signed the Migration application with the information that was provided by Christopher.
I contacted Christopher and he confirmed with his Supervisor that the contract is only 11 months old and the amount is due. I then reminded him that I did ask the question whether this would happen and he said no this is a cancellation due to death. He confirmed on Saturday that he was not aware that contracts less than a year the a lump sum settlement must be made. I then said I insist that the contract be re-instated and I will pay the monthly amount due as I requested when I went to see him on 4 July 2017. I was then told that the contract covers him as my mother signed the contract. First I visited a MTN outlet to inform of the change of bank detail and was misled and mis-informed.
I would like the contract re-instated and will pay the monthly fee until it expired - this was my initial request.
I was told that the matter will be handed over to legal department for settlement of the full amount of R2555.97.

I went to the Secunda branch (06/06/2017 - 15/06/2017) in order to transfer to MTN from another network. I decided on a bundle deal contract S8 with a gear s3. Originally they indicated it would take 5 days to order, then 7, it has now been two weeks continueing. Even though the staff made an error in the order resulting in a delay they didn't make an effort to keep me up to date on the progress or take action to correct their mistake. Every time they guarantee me that I could come in and collect, every time another excuse. I'll now have to cancel my order and discourage anyone else from utilising MTN because I can't see myself enduring this level of customer service for two years. The staff could really care less. Even though I was warned about the poor customer service I chose to give them a chance, big mistake. Avoid.

MTN is invoicing me for two additional contracts/numbers not related to me since November 2016. In spite of numerous calls for the last eight months to their 808, +[protected] numbers and logging queries on MTN Online, I am still getting billed for two additional invoices every month. A manager called Ronel Singh promised me two months ago that the issue has been resolved and that I will be refunded, but it was just another lie.

On 13 February I got sms's from Mtn to state my details have been changed as I requested and my upgrade has been approved. As I was at home at that point I immediately phoned 808. Someone removed my passcode. The operator said all was well on my account and that there is no upgrade. The fact that my passcode was removed did not bother her. On 14 February I went to do my upgrades. There I was told that the upgrades was done at the Mtn shop in Somerset Mall. This guy used a very clear fake ID. He was helped to my bank account details. My home phone nr was changed. My passcode was removed. Who did this for him at Mtn. After this happened he used all this information to open up two contracts at vodacom witch I'm still struggling with. Mtn have sorted out my contract but nothing about this activity is made work off. and as long as Mtn and Vodacom keeps stuffing around I will keep on complaining

Mr m reynierse
p o box 6430
uniedal
7612

23 december 2016
Per email

[protected]@lemao.co.za

The ombudsman

Cell phone number: [protected]
Handset: samsung s6

Dear sir,

On 1 january 2016 my family and i were victims to an armed robbery in our home – case no 21/1/2016. among the items that were stolen was my samsung s6, cordless charger and all the accessories.

Autopage was my service provider at the time. they replaced my stolen phone but not my cordless charger. i was given the normal type charger with accessories. i received notification that autopage will no longer be my service provider but will be replaced by mtn.

My new samsung s6 cell phone was faulty so i took it in for repairs at zevenwacht mall mtn and was serviced by rory. he took my phone, the box it came in, earphones, i.e. everything it came with. he said he will send it in so that i can get a new phoned because it was not yet 2 months old at the time. rory said it was mtn’s policy to give me a new phone (complete).

I visited the store on a daily basis. the staff new me by my first name. rory was hardly ever there. the store staff told me that they can not assist me as only rory could access his computer.

To date i have not received my new phone. i have loan phones which are so outdated that i can not check my emails or send whatsapp messages. i have my own business and i am losing business every day due to the fact that i am not getting my phone back.

I have no record of the imei number as all was given to rory. i was told to give it to him.

Janda, a staff member at mtn zevenwacht mall assisted me by trying to find out where my phone was. she eventually tracked my imei number. at that time she had discussed all with her branch manager louise and everyone was aware of this situation. then rory was almost impossible to find.

I contacted get closure but got no joy from them.

Janda told me that i must go and open a case of theft against rory. mtn staff told me that i can not open a case against them i have to open it against rory. i blacklisted the phone and opened a case early in august 2016 – case number: 169/08/2016.

After the case was opened, mtn informed me that they handed my case over to the insurance company. i heard nothing from the insurance company. eventually janda informed me that the insurance company said that they are not liable and will not cover my loss because it is an mtn internal matter and therefore 100% their responsibility.

A week after opening the case, janda, informed me that they think they spotted my phone that was in the possession of an lawyer (woman) that came into the store looking for rory as she had problems with her phone. because janda knew my circumstance and what my phone looked like, she got suspicious and took the number of this phone and saw that it was my imei number. janda enquired from this woman whether she was aware that the phone in her possession was in actual fact stolen property and she must hand it in. the woman said she was a lawyer and she knew her rights and the law and she refused to hand in the phone. this woman asked if mtn is going to pay back the r300.00 that she had to pay to open up the phone for use. she left the store with my phone.

Janda phoned and informed me. i went to the detective branch of the police in kuilsriver and informed them that i knew where my phone was. i asked them to go to the mtn store in zevenwacht mall to collect all the information about the woman that was seen with my phone in the shop. meantime, nothing has been done or heard from rory. the police eventually fetched my phone from this woman at her home address which mtn gave them.

I was told to collect my phone at the detective branch in kuilsriver. i took the phone as is, still in the police bag, to mtn so that they could see what i got back. the phone was in a very bad condition. it had indents, the camera lens was cracked and scratches on the screen. apart from all that, it had been in someone else position and they used it for about 6 months so it had wear and tear and was definitely no longer a new phone. the problem why i gave it in in the first place was still not resolved!

The phone heated up so badly that the whole back cracked.

To this day i have not received my cordless charger, the whole package that was handed in to mtn with my phone or a new phone. i was told by the branch manager of mtn louise that they will compensate me with 3 months instalments for my inconvenience. when i went back to get more information from her, she told me that i must use the phone for a certain period of time in the present condition of the phone so that they can go back to the insurance to put in a claim.

I asked louise about the excess that has to be paid to the insurance company and she told me that they will compensate me with r400-00 and then they will pay the r400-00 to the insurance company and i must pay the balance of the excess.

I have still not been contacted by anyone. mtn thinks the matter is resolved. rory is still scott-free and has not been reprimanded or been held accountable for what he did to me! in the meantime he has gotten married, went on honeymoon all over the world, posted pictures on facebook and is living the life! mtn has fired him just prior to me opening up a case against him. mtn also told me that i was not the only one that fell victim to rory, there were many other.

I have been a client for many man years, always paid my account and i have never had problems with autopage. mtn is a nightmare and i am not happy. i have exercised patience and still paid my account. it is up to date. my account varies between r2, 200 and r2, 500 per month.

I plead with you for your assistance. all i want is a new phone, cordless charger and accessories like i did the day i bought it. i believe that it is my right to enforce this claim. i am prepared to do whatever it takes to resolve this issue. i hope and trust that it will be resolved with your help soon. i am a businessman and i need my phone to work properly.

I thank you in advance.

Kindly advise at your earliest convenience.

Yours sincerely

Marinus reynierse

Ps – nb – i have been telephoning your office for months now [protected]) and every time i am greeted with a voice recording that says my call is important, i am first in but my call is never answered. that is why i have written this letter. kindly advise. thank you.

This letter was email to: [protected]@lemao.co.za twice already and i have not even received confirmation of receipt!

My next step will be the newspaper!

!Fraud at mtn brooklyn square and nothing being done about it!
On 06/01/2017 I phoned the mtn call center to cancel cell phone contract +[protected] which I have taken out in my name. The contract was due for cancellation. However, I was informed that the contract which I wanted to cancel could not be cancelled due to it being upgraded the previous week on 31/12/2016. I was very shocked to learn about this so-called “upgrade” since I am not in south africa at this moment, nor was I at the time of alleged “upgrade”. My husband and I left south africa on 09/09/2016 and entered australia on 10/09/2016 and have not returned to south africa since.
Upon questioning the lady at the call center (Reference number of the call [protected]) , she informed me that the upgrade for and iphone 7 device was done at brooklyn square store in pretoria by a person called “sandra” and that I simply needed to go into any saps station, state in an affidavit that the upgrade was fraudulently made and then forward it to mtn’s fraud department. I informed the lady that I am unable to go into a saps station since I am not in south africa. She said that she is contacting “sandra” by email and requesting her to phone me in order to resolve the matter and that I would still be called by “sandra” on the same day.
I then phoned the mtn brooklyn square store where I was answered by a lady who said that she is the store manager. I explained the situation to her. She asked how I knew that “sandra” did the upgrade at mtn brooklyn square. I replied that I had phoned the mtn call centre earlier on and that they supplied me with the information. The manager said that there is no person by the name of "sandra" working in her store and that I was not supposed to have obtained information of that kind. She said that I should e-mail a copy of my id as well as proof that I am not in south africa to her and that she will resolve the matter by comparing the photo on my identification documents with the photo on the identification documents presented by the person during the alleged upgrade. She informed me that my identification documents “must have been cloned”. I emailed her with copies of my new rsa id card, rsa passport, old rsa id book and pages of my passport on which it is indicated that I left sa and entered australia without returning to sa. Due to receiving no response or acknowledgement of receipt of the above mentioned I followed up with her on 07/01/2017 (Email). Still I received no response. I phoned the store but there was no answer. I then resorted to report the matter via the mtn fraud reporting form on the company’s official website. Up to date I have not received any response from mtn. Because I view the matter as very serious and was not satisfied that it will be resolved by either the store manager at mtn brooklyn nor the fraud department at mtn, I resorted back to the mtn call centre where I was sent from pillar to post (Reference numbers of the calls [protected] and [protected]). I was given a telephone number for the so-called “fraud department”. I phoned the number several times and every time I was informed that I could not report fraud on the specific number because the number was only for mtn employees wanting to report fraud in their workplaces and that they (The specific call centre) do not deal with customers. I then returned to phoning the mtn call centre. After several attempts, I was assisted by “clarance” (Reference number of the call [protected]) who said that I should email the same documents as requested by the store manager at mtn brooklyn square to him. Out of desperation I went into an australian police station on 09/01/2017 and made a statutory declaration of the fraudulent upgrade, which I attached, together with the documents I previously forward to the store manager at mtn brooklyn square and sent it to clarance on 09/01/2017 and again on 19/01/2017. I have not received any response regarding these emails either. I again phoned the store manager at mtn brooklyn square on 09/01/2017 and she confirmed that she did indeed receive my emails and promised me that she forward them to the “fraud department” and that the matter is being attended to. On 19/01/2017 I received my monthly statement from mtn. Upon investigation of the statement I discovered that the contract in question was not cancelled and that the monthly payment has in fact increased from r189.00 to r524.00. I am now resorting to steps outside those taken through mtn since I have had no response from anyone at mtn sa or mtn brooklyn square store nor has the matter been resolved.

I have upgraded my cell phone in Oct, in Nov i got billed extr and so is Dec, on Dec the 17 i called and complaint, i was given ref, apparently this person i spoke to didn’t escalate fully so query not, i was given another ref 7709…again this person didn’t provide my cell number to the billing dep called in 0n 14/01/2017, am given this ref REQ775

I cancelled my father's mtn contract with mtn in november 2016.
My dad has dimentia and has not used his phone for more than a year. His contract was this old that mtn just kept it going, even if the contract was not valid anymore. It was thus a contract that mtn just keep going, even if it had expired more than a year ago.
I had to provide proof that it was my dad's phone by presenting his id and providing mtn with the number.
The cancelled the contract at the voorbaai (Mosselbay) mtn franchise, but to no avail.
We received another deduction from his acount this month. My dad's cell number is as follows: [protected]
This is not the first time that I have experienced problems with mtn.
I am waiting for your feedback in anticipation
Thanks
Nico siebrits
[protected]

We have had a contract with autopage using mtn for more than 15-years. When autopage closed down the contract transferred to mtn as the direct supplier. Immediately we experienced changes in the contract with the sms service also being suspended. Try as we may, we could not get an explanation, let alone resolve the matter, from mtn.
As we neared the end of our contract, we decided to ride it out and cancel the contract which we did in writing to two stores in northgate, the accounts department at mtn head office and the financial director of mtn for his attention. The last payments against the contract took place on 7 december 2016 and the contract closed on 9 december 2016 including migration of the existing number to vodacom, which was connected with vodacom on 11 december 2016. The store manger was the first helpful person we ever met in mtn including us in the notification of immediate cancellation send mtn head office.
Yesterday, 7 january 2017, mtn had the audacity to claim another payment from our bank account. We completed the online fraud report but do not expect much.
However, awaiting their response, we will approach the ombudsman, consumer council and saps in this regard.
Mtn sucks and deserve what is coming their way where their existence is undermined by attitude, a culture reminiscent of bad manners and lack of basic ethics and skill.

On 21 dec I went to mtn la lucia mtn store to sign up a contract. The agent - sebastian advised me that he will give me a call the next day to advise the progress, this did not happen. 22 dec I received the sms from mtn notifying me the contract has been approved and need to wait for the call from the dealer.
I waited till 28 dec and heard nothing from mtn, so I called the store, and it turns out that the contract price sebastian gave me was wrong and had not bothered to notify me. (He told me the contract was r209 but it is actually r239). I went to the store and told him to proceed with the contract anyways. He gave me the phone and the sim card but the sim card does not work! It shows no service!
This is shocking! Mtn gave me the wrong price, never called me when he's suppose to, and gave me a sim card that is not even activated! Disgusting service from mtn!
As a customer I must do all the running around to activate my contract?

I have for weeks now made more than 24 attempts to get a complaint
Resolved via email and your callcenter; suddenly for no reason I am unable to call home [protected] from my mtn hand set or any mtn handset;
Vodacom and cell c get it straight away; my number [protected] I have had for 15 years; must I now change networks because mtn cant help me?
My second number [protected] also cant get through; how and why is the number blocked ?
Andre