Mobile Telephone Networks [MTN] South Africa
Reviews and Complaints

MTN lasts year November 2013, sent me a bill of over R10K, i constantly phone and ask for detail billing on my data as that's where all the high charges are coming from.
Not one employee from MTN gets back to me telephonically, I received one e-mail from them Feb 2014 giving me the same information i received on my bill.
Eventually i send all my complaints to the OMBUDSMAN listed on the MTN account they send me every month, and still nothing...
I now receive sms's and e-mails from a debt collecting company VVM, threatening to black list me as a bad payer.
I have never in my entire life received such bad service from one company.
to this days no one from MTN has called me to even hear me out.
i have all my e-mails and recordings of coversation i had with them nov 2013 and dec 2013

Good day,

I have made countless phone calls, sent e-mails still mtn never gets back to me.

Below is what I posted on hello peter and still no response! Please also see the below e-mail I sent to mtn president square which I got a read receipt for but no response!

End of february 2014 I was told by a mtn sales consultant at the mtn shop in key west shopping centre that I had the option to either upgrade some of my contracts or terminate them. I decided that I no longer needed these contracts and asked for them to be cancelled. He then phoned and handed me the phone so that I could confirm that I did indeed want to cancel the contracts.

I am still being billed for two contracts that were supposed to be cancelled months ago. Last month I went to an mtn shop again and this time I was asked to fill in forms. The consultant assured me that he would be faxing the documents. My contracts still haven’t been cancelled. I have phoned, I have sent e-mails. I'm being ignored. I expect mtn to credit my mtn account from march 2014 as I was assured by an mtn employee that these contracts were cancelled.

[protected]

Kind regards,

Jvonne botha

+[protected]
[protected]
[protected]@plumberama.com
www.Plumberama.Co. Za

From: jvonne botha [mailto:[protected]@plumberama.com]
Sent: 08 may 2014 02:42 pm
To: '[protected]@mtn.Co. Za'
Subject: fw: a3848080
Importance: high

Good day,

I was at your shop during the week and I asked a sales consultant to fax cancelation forms for [protected] and [protected]. Please let me know if this was done and if these contracts are now cancelled.
Account number: a3848080

Kind regards,

Jvonne botha

+[protected]
[protected]
[protected]@plumberama.com
www.Plumberama.Co. Za

I bought a phone (Samsung s4) from mtn shop on contract at mmabatho last year, my phone began to give me problems by switching its self off then I reported it, they took a phone almost 7 weeks and I went to the shop they told me that they had a problem and they gave me a new. Now this new one it gave me the same problem I went again to mnt shop they sent it to repairs and they had a problems again according to them I got my phone after 4 weeks and I was told its fine though now its gives me the same problem it went for repairs. I am paying the money every month but I am not enjoying the phone and its benefit as its keeps switching itself while I am busy texting or on the internet

Good morning to all parties involved.

I would like to raise a matter for investigation against MTN service provider who debited my account without any authorization and without my knowledge.

The whole incident started in 2012 June - July. I applied for a contract (If not mistaken it was a TopUp 100 package - R100.00 per month). However after 2 - 3 months I started receiving calls from a debt collection company who advised me that my account is in arrears with approximate R3800.00. I disputed the accusations and after a factual investigation from MTN, MTN noticed that the previous owner of the number was the person in arrears. I requested cancellation on the contract and settled the amount in full. I forwarded proof of that to MTN to process the cancellation. Mr. Rozycki contacted me and apologised for the indecent.

Unauthorized debit orders with dates :

22 April 2014 - MTN Sp A4248549 [protected] - R109.00
20 March 2014 - MTN Sp A4248549 [protected] - R109.00
20 February 2014 - MTN Sp A4248549 [protected] - R111.25

Since February 2014 MTN started debiting my account with R111.25 and March and April 2014 with R109.00 authorization and without my knowledge.
Yesterday I started to enquire regarding the matter with the call centre who confirmed my story above in full. However they asked me to contact the retentions - cancellations department.
I have done so and as per my enquiry and request to obtain a refund on the authorization debit orders the employees, a retentions - cancellations consultant and her manager claim that I need to proof that the contract has been settled!
I would like to bring under your attention that they also could confirm the above story from there system, however they insisted that I need to provide them with proof! I have also asked them to provide me with there CEO Mr. RS Debengwa contact details, especially his e-mail address. They advised that they can not provide that to me but they will provide a contact number for him [protected]). This number seems to be a switchboard number they tried to transfer me several times to Mr. Debengwa personal assistant but they phone just rang without anyone answering the call!

My personal feeling regarding the matter is that if a big corporate company like MTN can just start to deduct money from your account without any authorization and without knowledge and without doing any credit checks for affordability and providing feedback to the respective person involved, where will you as a customer end up? I have also logged the complaint on HalloPeter.com, I went further and searched for all similar complaints and it seems that there is a general trend in MTN to debit clients accounts without there knowledge and without there authorization. Surly there need to be certain laws in place to govern and regulate these kind of actions ?
I have attached proof of the above with the proof of settlement sent to MTN. I would like to urge you to investigate the matter not only because of me but in general to protect other customers as well from similar interventions and that might have a negative impact on there financial situation.

Best Regards

Riaan van der Nest
[protected]

MTN has handed my account over and was told that only their legal department can assist me to resolve the matter. I have been calling them for the past two weeks but there is no answer from them. You call for hours and still get no assistance. I'm really dissapointed, that such a successful company does not know how to handle/assist customers. I want to resolve this issue as soon as possible before I incur any more interests but they are making it impossible for me to do that. At least I'm trying to resolve the matter instead of pretending as if it does not exist, but why are they making it so difficult.

Anyone that can assist, please let me know.., even if its and email address that I can use or maybe their direct line. I was told that it is the only way to get a hold of them, you have to go through their help line. It is really not acceptable.

I give my blackberry 9360 in on the 16 dec 2014 for repairs at the local mtn store. I went to the store for several times to found that they didn't sent my phone for repairs. Alton stee
Nberg did apologize every time when I went to the store. My contract did expire on 18 jan 2014. On 28 jan 2014 the repair shop send me a sms that I first need to pay r1980.00 before they could repair my phone because my contract has been expired. I phone the manager for two days but never came back to me. I make contact with the area manager in port elizabeth. He did come back to me after he check the paper work. He indicate to me that the will fix my phone and send it during the following two weeks. My problem is that the delay the process by not sent my phone of repairs before the expired date off my phone. What will happen if the pone was not proper repaired by the company in port-elizabeth. When my phone break in the past the send me a new phone why not now. Please exculated this complain to mtn executive manager because it very poor service that I did received from the staff.

Abuse-misconduct and suspension of corporate account by moenieb de faria - senior account manager

January 16, 2014 we added additional contracts in our mtn corporate account at the mtn-pinelands, cape town. On collection, the consultant dominique charne bieding who assisted us explained that we will receive part of our stocks and the rest will be collected in few days. The package not received was the tablets of the 24mthmtn anytime 200 top up hv3-samsung gti9505 (Galaxy s iv lte) + samsung gtp5220 galaxy tablet.
Few days later, we had several phone calls ([protected]-[protected]-+278302) from people claiming to be employees of mtn. They requested information concerning our banking details. Thereafter, an email came through from [protected]@mtn.Co. Za; on the name of moenieb de faria - position stated: senior account manager mtn.
Mr moenieb email indicated that he was the portfolio manager for mtn-pinelands-cape town and requested urgently our banking informations/statement he also added that the agreement signed with mtn on january 16, 2014 was done by mistake.
Mr. Moenieb called afterward saying, if we don’t provide our banking information, he was going to instruct mtn-pinelands, cape town not to release the remaining of our stocks and our existing business lines will be suspended with immediate effect.
Hours later, our existing business lines were all suspended and up to date we cannot make or receive any phone calls in addition to our remaining stocks that have not been released.

We do not comprehend these actions done by mr moenieb de faria and we fail to understand the intention behind all these scenarios. We have no doubt that mtn is a customer’s orientated business promoting ethical values and good conduct.
We also do not apprehend the fact that an mtn employee uses his position to abuse mtn corporate clients.
We would like to have our remaining stocks released and our existing lines reinstated immediately.

Thank you

I went to a mtn branch in lenasia on the 17th july 2013 to do a upgrade and the contract that I wanted was the mtn anytime 200 which was for the samsung s3 and upon taking this contract I will receive r200 airtime, 200smss, 200mb internet bundle and 30mins free mtnt to mtn calls and this contract will cost me r299pm. Upon receiving my first invoice my bill was for r413 and when I queried this, I was told that the reason my bill was r413 and not r299 as was advertised is because I must pay a upgrade fee which was not communicated to me when I initially took out the contract and to make matters worst, the consultant left me on my old contract which was the mtn 100 top, so besides the fact that I had to pay an extra r114 but I was also receiving the benefits of a mtn 100 top up contract which was 100 free mins and 25 sms. I have tried unsuccessfully to get this sorted out and the mails and phone calls have gone back and forward too many times and still this hasn't been resolved.

My bill is now r409 pm and I have no idea why as that is not what I agreed to pay in the first place. I have left two messages for the consultant to call me today and he hasn't. I have complained to mtn customer services and they said that they cannot assist as I need to go to the branch that I took the contract out with.

I find their service pathetic and their staff incomepent and I will continue to return the debit orders each month until the debit orders are correct and until I get a refund for all the money I spend purchasing airtime and also get short benefits.

On 08/08/2013 I upgraded my cell phone contract with mtn to the sony ericsson xperia z phone and tablet combo. On 26/08/2013 mtn called me to advise that my data charges are + - r27000, how does anyone incur this amount of data charges in about two weeks? I sent my bill for further investigation and mtn recently came back saying that the investigation is complete and that I am liable for the charges and obviously I refuse to pay this as I know I have never incurred these charges, my data usage on my phone has not even reached 1gb as yet, so how did all these charges incur? I sent the bill to my lawyers as well to take it further and they are still awaiting a response from mtn for the last 2 weeks. I really need help as I cannot be liable for these charges, there is just no way I used this much of my internet.
Please help me as I am out of options now.

I have changed my banking details in June 2013. In May 2013 I advised MTN and they said i must change it in June. Not only have they debited the incorrect account in June and July, in August and September they did not debit me at all and has disconnected my service. I am at my wits end because every month i have to go to the mall to go and sort out this mess and they cant seem to get it right. Is there a lack of intelligence or downright common sense missing in this company. I have now made an EFT payment but try and contact these people to connect your service, is like hitting blood out of a stone. I am disgusted and sick of the service. Sort this mess out once and for all or i will force you legally to cancel the three contracts i have with you.

Mtn is a waste of precious time and money. Mtn allows to purchase the absolute bis service for your blackberry. Which allows you to do everything except download any content from the net. Downloads allow you to complete the process but will eventually stop downloading giving you a failed response. However other service providers like vodacom work perfectly in this regard. So why promise full service when you merely decieving your client. Not to mention when you contact the customer care line no one knows what's going on as you will receive 10 different answers to one question.

My name is melvadene, I have been trying to cancel this contract since may 2013 but it wasn't done because a consultant told me that my airtime would fall away. So I asked when my last billing date would be and I was told 31 july 2013... To my surprise I received airtime today and was told that I would be billed for the month of august, I phoned the cancellations dept. And was told that I should've cancelled in advance, my response to the gentleman was that I have beeen trying to cancel for the last 4 months, so I asked him how can I pay when it's not my fault that mtn is always offline and can't process my cancellation. This is highly unacceptable and I can not pay for this really.
I told the agent that the last consultant I spoke to never informed me that, if I don't convert my simcard to prepaid I will get billed on it, I have had a good experience with mtn till this far, lets not change that.
This is a small mistake that can be fixed by pressing a few buttons, so lets not drag this issue out any longer.
Contact number [protected]

Would like to lodge a complain with regards to my new contract with mtn that started only yesterday. I took it with the mtn in menlyn shopping centre g5. I wasnt advised about migration from one service provider to the other and was given a new simcard. When I called the customer service line I was told it was possible to do the migration and cancel that new number that I got within atleast 7days and I have not yet been billed for this number. The reference number for that call is: [protected]. I went to the store with everything I got including the phone. They also made their own call to confirm what I had told them and their ref no is:[protected]. They lady who assisted me is bianca, she told I can keep the phone and migration will only take 3hrs and will be successful.

This morning (02/07/2013) when I was doing a follow up I figured the migration was not done and I tried to find out the reasons behind this. Obviously the document had not been attended to after I had to drive there 2 times trying to sort this situation out. At first they said I cant be assisted because I had used the number to call the 808 number when I was doing the enquiries. My question was: should I have used my aitime while there's an mtn number that connects me for free? I had no one whom I can use a phone of that uses mtn. After it was confirmed that I can migrate till now I have not been assisted. It is now 16:30

Comford, the gentleman that assisted me with this contract had a nerve to call me this afternoon and asked me why didn't I tell him I wanted to migrate? I asked him why didnt he advise me as a customer or atleast tell me that information beacause definately I would have took the migration option. Instead he dropped a phone in my ear after saying 'its fine". This is an attitude that I am not willing to take, and if I can not be assisted with migration I will have no option but to take the phone back. Its so strange how the call centre/customer service would tell us one thing and the people we deal with give us another thing topped with an attittude.
His 'fine"means what? That he will assist with migration or what?

I have decided to switch off that phone with that new simcard to avoid using it. But strange enough it has been called twice by people whom I dont know. I didnt answer these calls but its obvious that I have been given a number that has been used by someone else? Or its just a coincidence? But I refuse to use this number and I have not spent a sent using it let alone disseminate it.
I hope this email finds your attention before the 7 days lapse as I am not interested in fighting this no more.

I bought airtime of 30 and the receipt is scratched off so I am trying to recharge it but i`m failing due to some of the numbers that are not clear, the recharge numbers are ##4543#9#9#99201 the harsh in the voucher represents the numbers that are scratched I cant even notice the reference number and please help me recharge my airtime to the number [protected]. Thank you

As a result of the post office strike I did not get an account from mtn but I paid the same amount as last month. And since this is a contract the amount should be more or less the same every month. Then on the 11th of march 2013 I got a sms saying that my service was suspended because there was an amount of r58.99 outstanding. I could not understand where this extra money was coming from and why they just suspended my account. I did however pay this outstanding money. After trying for how long to get through I had to deal with a very arrogant lady and trying to make her understand that this was not my fault. She then discovered that it was a fault on their side and they would credit my account. Why couldn't they just sms me beforehand and this could have been sorted out there and then. I have been with mtn for many years, is the way to treat a customer?

Mtn diamond pavilion has the most incompetent bunch of employees working for them, I relocated to gauteng and took my phone in to get it warranty assessment when the assessment was approved and mtn diamond pavilion was entitled to issue me with a new handset. They refused to courier my new handset to me saying it was totally impossible for one handset to be couriered to me. When in the beginning I was told that the procedure was I had to take the handset in to a mtn store they will send it in for warranty assessment and it was taken to the the branch in boksburg at the east rand mall the made a great effort to sort this warranty assessment issue out but when it came to kimberley diamond pavilion to issue the handset they flat out refused to courier the handset to me. I find that that is really bad service with regards to customer after sales service. People involved with this matter is chantel, vaneesa, sarodien. Ive even called mtn repair centre and they advised the phone should be dispatched where it was handed in. Ive spoken to a manager at boksburg and he advised once the branch from which the phone was received / contract taken out was credited they would be able to send it to a store near me.

I went to my mtn service provider in cape road, newton park port elizabeth, for a simswop. A new guy, accompanied by a supervisor was helping me. The supervisor left him alone, and the guy tried to do a simswop, knowing he docent know how to.

I have two contracts through mtn. This caused my number ([protected]) , which in fact not the number that needed a simswop, to simswopped to the new sim card that they gave me, canceling the old sim card that was working. The number that in fact needed a simswop was [protected].

I am waiting almost a week now for them to reverse this negligent mistake on their behalf. I go in everyday to hear feedback and to find out when am I getting my number back. However all they say is that it takes some time. I use this number for work purposes.

My name is bernita davids
[protected]

I think that it is extremely dissapointing having been a loyal MTN user for many years and to receive such poor network coverage. BIS on MTN sucks recently. MTN contracts are usually priced higher than Vodacom or Cell C with less rewards to users neverthless we take these mobile contracts trusting that this is the "BEST" network and BIS works faster. Recently this isnt the case and now we stuck with contracts on MTN, paying a higher amount but no benefit, and a slow network. This is misleading consumers, since we trust the network, and you dont deliver! Just google MTN Bis is slow etc and you will find numerous complaints! Something has to be done about this ! Unfair, disappointing and misleading ! And they will lose alot of customers as word of mouth is already spreading!

I took out a top up contract on the 1st of October at mtn waterfront. I was adviced top up is the best if you don't want to run high bills. At no point was I informed that the call charges on top up are double than that on a talk 500 and I mean why would I be informed that cause in essence mtn makes more money as you'd have to keep topping up. No 1 informs me that with this Samsung s3 if your data is on your airtime and data is getting finished as you continuously get notifications and updates. I mean why can't sales people be honest. I would've just gotten a blackberry on a talk 500 instead of a phone I will be spending more on than I planned. I can't afford this phone or this option. I've called this 808 number and I'm put on hold for long. I've emailed, sent complaints via mtn and hello Peter and nothing. The service at mtn is revolting. I should've stuck to vodacom. I am taking this further, if it means I must go to carte Blanche and the media I will if this contract is not cancelled or changed to something I can afford. I've already emailed a few newspapers and I've started to receive responses. This is clearly the only way to get service in this country. Contact details. [protected]@gmail.com [protected]

I Have a problem with my Nokia N8. I currently am on a Top up Contract. Firstly the reason for me choosing my N8 is that I have a lot of work and I need all the functions on the phone to finalize my jobs.

1. I took a picture with the phone, when I try to access it there's nothing in my gallery.
2. I Charge my phone for the whole night and it does not even last a half day.
3. I load an extra R60 airtime on my phone and make one call of about 4min and guess what, the next time I want to log on to Whats app Its all gone, , no airtime left.
4. I try to connect my USB Data Cable from the phone to my laptop, USB problem message shows on my phone.
I can really go on and on with my problems but the best part comes.

I phone them and ask them how does it work and how long does it take when they send a phone away for repairs. The guy told me it takes 6weeks but I must just know that They don't sell N8 Nokia anymore because of they problems with all the customers. And they don't have a "borrow" phone to supply me. But I must still pay my account?( which is also another problem)
I don't have the time to sort out a problem like this.
Why didn't MTN told me that the N8 Nokia give problems, suggested another phone?
Thats not my problem MTN, really! Sort it out with NOKIA.
I pay for a service which I don't receive. I still under a 2year contract.
If MTN can't come back to me I will Cancel my contract.(NEW CONSUMER ACT)

PLEASE ASSIST ME IN THIS MATTER