Mobile Telephone Networks [MTN] South Africa
Reviews and Complaints

I took a two year 40GB of monthly data contract on 2019 December with MTN Momo, this was online.

My Contract ended on December 2021 last year December. I wrote an email requesting not to renew the contract but to my dismay, my account kept been debited every month even today. Its not nice being billed for a service you are not using. Now this has affected my credit ratings as it shows me as a non-payer which is not correct.

Please can you ensure that you cancel this non-existing contract as in yesterday

My account with mtn was written off, I have been calling the call centre and being advised to call the attorneys to get a prescribed letter and being pushed from pillar and post. I just need a prescribed letter stating the account has been written off. I was even told to go into the store and the store tells me to call the call centre. The staff at the call centre is so uselsess

MTN Issues

1- Around the 17/03/2022 I received a message from FNB asking me to approve or reject the sum of R16 400, which I obviously rejected. I thought MTN made a mistake

2- On the 18/03/2022: I received a phone call telling me they are from MTN, They asked me if I applied for a sim swap, I said no, then they told me that someone applied for a sim card swap and that I will have to follow their instruction, they will send me an pin on an SMS, which they did, I ignored it, they phoned me two more times, I did not answer.

3- I went to MTN Northgate, they told me they will never send a pin via SMS, which I suspected from the beginning and did not take seriously. I asked the lady that help me to check my account. She did and told me that I upgraded my contract! I didn’t know anything about this! She showed it to me on the computer, there was a second line with an iPhone! With a monthly premium of R1090 (something like that) I got such a shock! I cannot afford that! Why would I apply for a contract with an iPhone? She and we tried to phone several times, hanging for 20 minutes, 30 minutes and there was no answer on the number: 135, after wasting several hours at MTN, I was told that I need to go to the nearest Police Station and get an affidavit, which I did on the same day. I went back with my affidavit and my ID to Northgate MTN and handed it in. I asked them to stop the delivery of the phone! They told me it was delivered already! When I ask to which address, they told me it, which was an address completely unknown to me! The affidavit and my ID were scanned and put on my profile, that there would be an investigation and I to came back in “21 days”. I went back in one month time, nothing was done! My case with the affidavit was hanging there! Nobody did anything! She said she logged it now and to come in 1 week, which I did and there was no news. I was told to come back in 2 weeks. I went back in 3 weeks.

4- On the Jun the 3rd I received an SMS from FNB that the amount of R3566,97 was paid to MTN (Really? For what?) I went to MTN, and asked about my case, they told me it was cancelled and that it is ok, so I told them and why did I have to pay R3566? We tried that No number again! 135, I waited for 25 minutes, no answer! So, the lady tried, the same thing happened. She sent an email and was told that it is because I did not send a “certified copy of my ID”, they had my ID, they scanned it there! Now they want me to bring a new affidavit and a certified copy of my ID. I don’t want to give them a certified copy of my ID, this seems to be an internal scam and what would happen if I sent them a certified copy of my ID? Therefore, I contacted my lawyer.

5- I applied to FNB for the reversal of the payment of R3566 and to stop the stop order to MTN. Fill in the form, I must pay some fees, but my money was back in my account the same day, thanks God.

6- 06/06/2022: I received an SMS telling me that my account was unpaid and to urgently pay R3566 and that my outstanding amount is R6772.44. Whau! From R99 per month, I must pay over 3 thousand rands for what?

7- On 07/06/2022 I received an email and an SMS telling me that I won’t be able to make any calls until I pay R3578.47, in - store or via my bank account, to use billing profile BA112063350 as reference. I am a pensioner, don’t even have that amount of money!

8- What do I do now? I want to go to Pay as you Go, but customer service keeps on asking me for my ID and address, which I sent twice.

9- 07/06/2022 after I sent the email with these issues, I received a replying that: “Our records indicate that this matter is being attended to and you will be advised of the outcome” Reference Number 1-[protected].

10- 09/06/2022: received an email from customer services: stating “Kindly note that there a number on contact Cell [protected] on MTN Mega Gigs L for R1089 pm and contract start date 17/03/2022 and contract end date 16/03/2024.

Cell number [protected] on MTN Made-for-Me-S for R105 pm contract start date 18/11/2019 and contract end date 17/11/2021. Number on a month – to – month basis.

Kindly attach the affidavit with the detailed description of the query end certified copy for us to log a ticket with Froud for investigation”.

I replied that a ticket with the affidavit and my ID were log in March and in April, and that I will not sent a certified copy of my ID.

I'm having a problem with mtn they have handed me over to the attorney initially the amount was 600 and couple rands and paid it off and now they still phoning saying that I owe them I send them the proof of payment but still even the 600 hundred rand that they were talking about I don't know how did it become 600 because I was having a 24 month contract with I ended the contract with them after 24 months five years later they they decided to call me and i'm owing them

Good day

After contacting MTN several times about extending my contract with a further 24 months without consulting me, I still have not been contacted in regard to the matter in the last month and one week approximately. Complaints of so signal most days for 2 to 3 hours at a time also the same story. And after 3 days of no service I sent MTN an email to plead for them to correct the problem and correspond via email or phone and still nothing. Now the contract I did not want to go over it's time that was just upgraded by default is suspended but I pay for no service. Can you please see that or help me to get rid of MTN? I don't want to be an MTN customer ever again. Bad service, bad signal and absolutely no want in helping or keeping us as customers happy. I reported this problem how many times with how many other people in our small town and it is just hanging without response

I have been told by mtn when at the airport for my flight to australia only then can I activate roaming. Call centre did not answer and since in australia a week now I have tried the live chat asked family to phone on my behalf and sent emails and still no answer. I have been with mtn for many years and this is bad service.

Please help me. My MTN prepaid cell phone [protected] has been cancelled. I did not use it to make a call, only used for whatsapp and telegram. They said they have already reconnected me on the 24/2/2022 so they refuse to connect me again. I did not realise I had to make a call or sms to keep the number active. Nobody told me after the first cancellation. I am an elderly lady that made a mistake and they dont want to help. I am desperate as Home Affairs has this number and I am expecting an SMS for collection of Documents. And my bank OTP comes to this phone. This will never never happen again, I now understand that I have to make a call. Please please can you help me. Please help them to have compassion for an elderly person that made a mistake.

Kind regards

Jenny

I took out second contract with Mtn in February 2022 for P20 smart Huawei for R269 for 24 months and spend limit to be 0 and it was approved I was sent a Debi check mandate with an incorrect amount reflecting of R3600 which I rejected.

On the 22nd of March I got a notification from my bank that R1528 was deducted for Mtn. I immediately went to the store to go reverse the debit order as it was incorrect amount debited then I was given a call center number to contact. I contacted they call center where I was transferred from pillar to post with no issue resolved.

I wrote a complain to their complaints department it was closed without feedback provided

Hi. Im am very upset since day one iv had a very bad experience. I have 2 contracts with Mondo which I'm still paying for however I was about to take up one for my daughter. Iv had bad experience with Mondo contracts from day 1. My second phone which I'm currently using took forever to get to me reason bring the agent was pushing me to take the Huawei Nova 8 which I said clearly I don’t want 2 months later I get a call stating that my delivery of my correct phone us coming ok I let that go. A month ago I signed up for a Huawei P10 received a call maybe after a month. The agent was very rude when I told him that I signed up for 25 gb contract he responded to me very rudely and clearly said I don’t want any thing extra except for the phone but he added an accidental cover which I was able remove the next day. I called up that company to please remove it. He than provided DSV the incorrect number which is a DPA question my order was than stuck with DSV. Called up DSV so many times using my airtime this could not be sorted. Called up MTN to please send an email to DSV for my information to be changed so I can receive my order, contacted DSV a few minutes later I was told that the gentleman sent an email for the order to be sent back to MTN. Im so unhappy. I would like this case to be taken seriously as I wont rest. Il make sure I take these agents down my ID number is [protected] Phumla Ngcobo iv spent more than R200 of my airtime trying to solve this

I got a call from one of the Mondo (MTN)'s contact center agents last year November. They sold me a contract with wrong information which he said was black Friday special. He said it was a R99 p/m 30gig (any-time) data contract including the router as well as insurance which meant that I wasn't going to pay for any cancellation fees should I decide to cancel the contract.

I soon found out that the contract sold was wrong when I received the Sim card only without the router. I immediately called Mondo MTN to inquire and they said I must give it three more days. Three days later, I still had not received the router. I called them to inquire again and that's when I found out that the contract which the guy sold me was R199 p/m 40 gig (itemized into different sessions e.g. MTN video streaming: 3 gig, YouTube: 10 gig, etc).

I then launched a complain with them (Mondo MTN) and they said they will investigate. I was nicely surprised when I received a call from them couple of weeks later (on the 27th of November 2021). They said the investigation was done and the ruling was in my favor as indeed the info on the contract sold was wrong. The only thing they can do for me is to cancel the contract and I not have to pay the cancelation fees.

In December, I received the statement from MTN...I called Mondo MTN again to find out why am I still receiving the statement. They responded by saying that since the cancellation was as result of investigation, it will take longer than usual to complete it but cancellation request has been sent to the Cancellation Department.

To cut the long story short...the contract was not canceled...I called them throughout January and February, I have been told the same story "it has been escalated to managers, Contract Department, Complaints Department" but until today (14 March 2022) the contract is still running and MTN has placed my name on credit bureau. Every time when I call Mondo, they keep telling me it will be sorted either next week Thursday or Thursday.

I am desperate, recently been retrenched, have family to support and I'm a sole bread-winner in my house. Employers do credit checks and this will not reflect well should an employment opportunity arise.

I Have been trying to cancell my contract with MTN cinse November last year with an "e" mail and received a message that the "cancellation before the end of the relevant month;can only verbally from a MTN phone" or another number that is never answered.

I do not own a MTN phone.

I even went to MTN `office and even they could not make contact with the phone number supplied.

Athe back of my orgidginal contract it states:

16. CANCELLATION OF THE CONTRACT

This Contract may be cancelled by you:

16.1. At any time by giving MTN at least 20 (twenty) business days’ notice in writing (not by SMS) or in any other recorded manner and form.

Stopped my stop-orders.

On the 4th February 2022 we applied for upgrade on line. Numerious call were made to follow up the application and I was told that the application is still at the credit check. On 14th of February 2022 I receiv a call from MTN call centre agent telling me she is going to assist me in upgrading over the phone. The deal was explain to me terms and condition were explain to me. I as then told that I will rceived the updrgaed phone in vife to seven working days. On 22 February 2022 I phone MTN customer care and was again told me application is still with Credit Check. I did told them we updraded over the phone on the 14th February 2022 and was then told to phone Mondo on line. I phoned them spoke to customer care agent after telling him the hole story he checked and said the application is still with credit check. I then aske to speak to a manager because I want to request the recorded of the updarge on the 14th February 2022 He told me the manager is on a onther call and Ihe drOp the phone.

I’ve been with MTN for decades and having opted out of receiving marketing communications from them, all was well until last year. They changed my prepaid plan to some kind of discount deal and now every single time I make a call, I get an immediate SMS - while I’m dialling - telling me I can get XYZ discount by dialling a number (which doesn’t even work - I either get a “competition ended” message or an error message). The SMS doesn’t include a stop or opt out option - which is a contravention of the POPI Act in itself. After 3 months of complaints via Facebook, Messenger, email and via their website (all ignored) Fir the past 3 weeks I appear to have some kind of contact with either a bot or a person who responds like a bot! Their so-called “solution” is to contact Apple to change the emergency alerts setting on my phone and the cell broadcast setting which MTN says will block their communications! Surely the onus isn’t on me to block them by changing my settings? They’re spamming me a dozen times a day and seriously stressing me out. Why can’t they just stop sending me invalid discount “offers” and respect my choice not to want this incessant spam?

My husband phoned MTN because we do online. When husband follow up.

The first time he applied on line was on 25th of January 2022 . Then they send a e-mail on the 28th of January 2022 it looks like we lost you sum where on the application call centre agent will contact you to complete the application. On the 3rd February 2022 nobody called my husband applied again on the MTN app. Send a e-mail that the application was send for approval. Nothing happend. Then on the 3rd Februay received another e-mail form MTN sum where on the application call centre agent will contact you to complete the application. On the 4th February 2022 they send again e-mail that your updrage where send for approval. Nothing happend. Phoned them 8th February the MTN call centre put him through another call centre which cut him off. On the 9th he follow up again the call centre lady said the application is still not approved waiting for credit check.We are more then 30 years with them. We going to cancel the contract.

I took a contract with mondo and when I received the sim cards it wasn't what we agreed upon. I called the call centre without success. I then decided to cancel the contract since it was still on the cooling off period (10 days) I sent an email on 24 of February and on the 1st of much to cancel. 10 mouths later I am getting calls that I owe them. I cancelled and I Never used a cent on those sim cards since I knew I had them cancelled. Now am told my cancellation is deemed invalid. I call the call centre still no luck am being put on hold for hours. I want to knw why was my cancellation not valid. Why am I told about it 10 months later

I ordered an upgrade device online using the Mondo service on 30 Nov, almost 2 months later and I have not received my device.
Mondo is the worst service that I have dealt with and MTN are affiliated with them? Why?
MTN and Mondo are obviously offering CON specials over the black friday period as I have seen numerous complaints about this.
I would like my selected upgrade delivered and honored.
I have called and emailed weekly since mid December, being told that there is a stock shortage but MTN has stock in store?
I need answers and delivery.

I have logged several calls since November 2021, requesting my November 2021 Tax Invoice, sent emails.

I call the call center regularly only to be told they are escalating the matter since last year but nobody gets back to me.

I am in urgent need of my invoice, should I seek legal advice regarding the matter or will I be assisted?

I sent several emails to the complaints email address with no success. This is totally unprofessional, pathetic service.

Some of the reference numbers for calls I logged:

1-[protected], 04 Dec 2021
1-[protected], 08 Dec 2021
1-[protected], 11 Dec 2021
1-[protected], 13 Dec 2021

The list goes on and on, but no help.

I am considering leaving mtn and going to social media about the pathetic service.

Nerine Nelson
[protected]

MTN Service I received, I went to the clearwater branch on wednesday the 29th 2021 and requested a swim swap on my old number, submitted all the required document a, I was unable to answer the security checks, and was required to do an affidavit which I did, I was advised of the turnaround time, T o my surprise when I notice the turn around time has passed I called the call center, they advised documents were not submitted. from the MTN branch This caused me so much inconvenience as I was unable to work from home and even now the swim swap is not activated yet

I have just posted the text below on social media...
Charlatons, fraudsters, liers, thieves- a few words that could be used to describe MTN South Africa, a company that is utterly corrupt.The only way to ever get MTN to right it's wrongs is to complain on Hellopeter and Facebook-you are welcome to look at my previous complaints on these sites to see how often they have acted dubiously, without any thought to their loyal clients.I have been a contract customer of yours for many years. Two years ago I took out a second contract, which has proven to be an utter mistake. Last month both my contracts ended. I decided to keep them both After being advised by a sales assistant at your Mall Of Africa branch that I would still be charged the same amount(Less the device payments) once these contracts reverted to month to month ones. Lulled into a false sense of discovery, I didn't cancel either of my contracts.Imagine my shock when I logged onto the MTN app and saw that my data contract had gone up by 600%. This was contrary to the information that your employee gave me.I called customer care to complain, but was told that there was nothing that they could do to reverse these charges, even after my advising that paying the bill of a couple of thousand Rand was no9t affordable and not an acceptable charge after the advice that I had been given.I asked to speak to a supervisor and the agent that I was speaking to rudely refused point blank to put me through to one.Next I called one of your credit controllers, who is on leave. He advised me to call customer care despite THEM BEING THE PROBLEM. I explained that customer care was the problem and asked to be put through to another credit controller, but was ignored and was kept on being told to call customer care, the department that had been so unhelpful in the first place.I then called both the legal collections department5 and retentions, departments numerous times, requesting that they reverser the charges that were a result of the 600% increase for the data line. Both departments lodged the requests.I called customer services once again today, to find out the outcome of my request, only to be told that I would have to pay the amount owing as a result of this unreasonable and hefty increase. I proceeded to cancel this data contract line. I never even used the line in NovemberMy problem is that I was given the wrong information by an MTN employee, resulting in me being charged this ridiculous amount, this was totally dishonest, which I have construed as highway robbery. I privately messaged MTN South Africa on Facebook with this complaint, only to recieve a response that the charges couldn't be reversed and asking me to rate the agent's service, showing his/ her lack of understanding of the complaint, thus incompotance.I request that you reverse these charges, which were charged fraudulently. I certainly can't afford to and won't pay due to principles Failing this, I will be forced to take the matter further.On a side note-I have discovered RAIN internet, who charge R479 for excellent unlimited data. I would advise anyone reading this to use them rather than MTN if they want excellent speed and connectivity, with transparent costs.

I called through to MTN customer service and spoke with a consultant regarding my refund. I asked, "why am I being charged for something I don't have?" and she answered with a detailed explanation and advised that I should go to MTN Maponya Mall where I had applied for a contract phone.

MTN has been debiting my account for almost 5 months for an Oppo contract phone. I returned it next day after purchase, not knowing it was something I did not want. So, I went to the store and explained that I don't mind paying extra fees for cancellation or I could take another device at a higher cost, preferably an iPhone. They accepted the handset with no damage to it and advised that the contract will be cancelled. I only realized after 3 months that I had been paying for a phone and benefits I don't have access to... A few weeks later, I went to MTN Southgate to apply for another contract phone and the process was quick and successful.

So, I went to MTN at Maponya Mall (where the contract was initiated to get assistance regarding my refund and things turned out very bad. The staff member who was assisting me did not have a name tag and told me that they won't refund me and I have to go to MTN Southgate to the consultant who initially helped me with the contact application. I refused and asked to see a store manager. She came and asked a few questions regarding my complaint, then another consultant came to tell the 'manager' that she must assist a woman who was behind me in the queue, then left without saying anything.

I stood there for a few minutes with no answers and I asked politely. "Is that woman's query or complaint more important than mine?" He answered. "Just wait for the manager, she will attend to you shortly. That woman came before you." I disputed and told him that the woman came after me. Then he got offended and threatened that He Will Slap Me.

It was a joke to his colleagues when he threatened me as they were laughing and his female colleague came by to ask what was happening. When I tried to explain to her, she did not listen to me but rather gave her colleague a chance to talk. Then she said, "I don't support that a customer is always right" when I didn't even get a chance to explain." Then she avoided the issue with her colleague threatening to slap me and called a guy called Garnet to ask about my issue with the phone that was returned, and there was no resolution. I left the store immediately.

No one was able to handle the situation better at the store because it seemed as if they were protecting each other

NB: I have an active contract with MTN and I am being charged for another contract I don't have benefits for.