Mobile Telephone Networks [MTN] South Africa
reviews and complaints

Automated Response - Enquiry Reference Number 5555367

Thank you for getting in touch with our Complaints Management Team. Having trouble resolving your query? You have come to the right place!

The "enquiry reference number" above has been created to ensure ease when following up on your complaint.

*We typically respond within 24 business hours (Our teams are online from Monday to Friday, 8am until 5pm, Saturday 8am until 2pm) *

Rest assured: We are committed to resolving your complaint and our processes are aligned to requirements stipulated by the Independent Communications Authority of South Africa (ICASA)

Chat to you soon,

MTN Complaints Management

They send this above email in response when I emailed complaints at MTN no reply no answer

Good day

My name is Dominique Aurlynn Field.

So in 2019 october i lost my job i was working on contract anyway in 2019 . I was already over indebted at the time due to reckless lending.

I was offered a mtn samsung. When the phone was delivered i was in psychiatric ward in Joburg Jen for the whole December and January and my id was stolen at that time. So even me myself i could not have signed for the phone due to rica laws and fica.

So if i was in hospital who did they deliver the phone to. Is it not the rules that i must have my id copy of my I'd and proof of residence when the courier delivers the phone.?

I have not seen the phone with my eyes but its on my credit profile that i received the phone.

No ways im not leaving MTN this time.

I want the phone for free and nothing to be charged on my name as its not my recklessness and the courier company should also be sued how can they just drop the phone off to anyone its against the law.

I hope to hear from you soon.
Ms Da field

After numerous ignored complaints of adding fraudulent charges to my phone which I'm not using for calls or to send messages while out of South Africa in Taiwan, I'm now trying to cancel my contract with them. I sent notice of my intent last week - sent a notice of cancellation on Friday before their business hours and got a reply to contact the Retentions department (Mondays - Fridays) at 4 minutes before the end of the business day. Getting hold of them seems to be impossible and they're ignoring emails.

How can I reactivate my mtn share after being disabled

Good day, herewith I want to put my anger into words. We are staying in a small town in the Karoo, CALVINIA, and trying to run a Security business here. Using MTN for my communication to my control room, but these days everytime it is loadshedding the signal dies with the power, don't know who to blame, but what the problem is this is causing big concerns now! We had a burglary last weekend because of loadshedding and due to the fact that the signal was also dead we did not received the signal to our control room. Who to blame now? The fact that the batteries is not up to standard there is no back up. And also it is costing me money now to replace all my radios just for the communication to my control room, to assure my signals from the alarms. I have 4 contracts with MTN but their service these last 2 years have really been poor, but you must still pay your premiums every month.

Last week the cables was stolen for the second time this year and we had no signal for 3 days! Is there no way that they can try to prevent a happening like this? This situation is causing concern and our business is taking the consequences!

Kind regards
Aletta Frick

I purchased router and with data on contract in February 2021 at MTN Northgate inside the Mall. This router only worked for a 2 months. I took it back to Northgate mall MTN for repairs or exchange. I was told router will be sent for repairs it is an OBF, which was suprising since router was over a month old, it was brought back to be booked again, this was a total waste of time.

Went back again 23 July to book it in for repairs. I was assisted by Sithembisile Msibi. Router was booked in and was told I will receive sms or get a phone call at the return of my router. I had to send email request feedback on the router on the 12th October 2021. No communication was done whatsoever from Mtn Northgate.

This was the reply I received from Sithembisile,

Hi Gloria

Please accept my apology to get back to you so late. The device was approved by Warehouse for Warranty Assessment. So will have to check with the other store if they did give you a new device to replace the faulty one as they sometimes deliver to the wrong store. If not, l will have to find out from our Warehouse if we can issue a new device from within our store.

Sorry for the delay in response and thank You for your Patience.

I then received a phone call from Sinithembisile saying I can come collect a new router I should ask for Kgomotso since she will be off., When I went there on the 18th Sinithembisile was not in and Kgomotso was out. Time was 17:00 and I was told Kgomotso is out and we close at 17:00. I did not get assistance.

I then went to the store again on the 27th October 2021 when I got there No Covid 19 protocol's where being observed. I then asked for Sinithembisile who said to me we have been waiting for you for a very long time, I do not know what that means? If she had done her job there would be no need to ask me such a rude question, she then went to the back to fetch my router. when she came she said unfortunately I will not be able to get a replacing router, because manager said she needs to get authorization.

Its funny how they have been waiting for me to come collect my router, whereas they still need to get authorization, its funny how I received a phone call from Sinithembisile that I should just come and collect my router and now be told stories. When I requested to speak to a manager who is Kgomotso, she could not come to address her process she sent Sinithembisile who kept on saying she said she will not be able to do it, and Kgomotso standing behind the counter telling Sinithembisile I wont be able to do it how do I get authorization? all this questions and conversation between both this employees was going on whilst I as a customer who needs an explanation was just listen to them and Sinithembisile was interpreting their conversation as if I have a hearing problem.

Kgomotso was rude, no greeting no explanation all she did was to say she would not be able to do it and looking at me in mocking way.

I have spent time, data and petrol going to sort out just a router, and get such an appalling, disgusting and poor customer service from both the employees. Sinithembisile for not doing a follow up and for Kgomotso who refuses to address this issue with me as a customer. Who saw it fit to stand behind a counter and be screaming to her colleague that she would not be able to do this. A simple router to be fixed took 4 moths.

This is completely unacceptable. Mtn beliefs is that "everyone deserves the benefits of a modern, connected life". How does this service benefit me?

Today I have been waiting for a phone call from Kgomotso, to notify me to come collect my router, It is now 17:17 and I have not yet received a phone call.

I refuse to go to Mtn and use my time, petrol all the way from Centurion to Northgate to get a router caused by rude, incompetent employees. I would like MTN to deliver my router.

Good evening

After taking the time to go into your MTN shop in Nigel, contacting Mondo on previous calls as well as following up today, NOTHING happened, NO feedback, NO calls from any of your MTN of Mondo staff

I think I've tried everything from my side, now all that's left is to put my complaint forward to the consumer ombudsman if you don't solve this by tomorrow

Elsabè
[protected]
[protected] (w)

I took out a data contract in April 2020 it has not worked I sent through a cancelation letter nothing was done about it the account just kept adding and ended up itc listing me. Now I try to cancel and can't pay as no one knows what's going on.

SE BASSON - Telephone Number:
[protected]
PRODUCT CODE: ZTE MF927U LTE CAT4 Ufi WHITE CT [protected]

I received a telephone call from MTN approximately in January 2021 offering me an internet service with a router. Everything sounded fine to me and I decided to take their offer up. They also confirmed that if I am not happy with the product I may cancel it within 8 (eight) days of receiving the package.
I received the package on 22/1/2021 .
I was not at all happy with the product and returned it to MTN Worcester personally - before the 8 days was finished. I was informed that this was now cancelled.
This indeed didn't happen and up till today this contract is not cancelled after numerous phone calls and visits to Robertson and Worcester. My telephone line gets cut off for no reason and then I have to call and try to find out what the problem is, only to be told that I do not pay my account.
I just feel that I did my part regarding the initial guidelines and the staff are really not doing their job, and now I have to sit with the problem of a telephone line that are being cut off. This is really an inconvenience and I demand that this now be cancelled for once and for all.

I am complaining about service of Mtn. I am Mangope Digoro, having a contract with Mtn which has been expired on month end of July and the are busy deducting my money from my bank and I have been trying to call them in order to cancel the contract but I ma not assisted. I have also visited their stores at Polokwane however I was told that they can assist me with the cancelation and cancelation can be done through the phone by calling customer service center but I am not assisted and I am suffering fanacialy as result of their action. My contract number is [protected] and the last time I called them it was 2day and I was given ref no. [protected] and I have been on the phone for about three hours waiting for the consultant to answer the phone and I am of the view that they are doing it delepretly. How can one hold for three hours and they are busy deducting my money on monthly basis.

On 18th August 2021 I visited MTN store at Fourways Mall. I wanted a 40GB month to month contract. It took me more than four hours to sign up, thru nothing less than sheer incompetence. I was made to pay R329.68 which was pro rata for the balance of August up to the end of September 2021. I was also made to pay R150 for a sim card. A week later I told MTN that I wished to cancel the contract as at 30th September, I was given a reference number. On 6th September MTN debited my account with R259.00, luckily I managed to reverse the debit order on 9th September. On 10th September MTN cut off my data which I had paid for up until 30th September 2021. Please be warned about doing business and entering into contracts with MTN.
George

Please beware
After years of paying insurance on my contract phone
I had to claim end of July
Filled in their forms and send hundreds of mail answering their stupid questions
Till today still no feedback or call regarding the progress
Very poor service
Zelmari Jacobs
[protected]
zelmari.[protected]@jumbo.co.za

In July I noticed that my airtime and data were disappearing and have been trying to get to the bottom of it since early August (ref #5254837). I have made countless phone calls to different MTN helpline numbers, been into branches multiple times and have a long string of backwards and forwards emails. I have yet to come across an MTN employee who is actually helpful and gives correct information. Employees evade questions on emails and I've had to specifically number requests/questions in emails, note the number of requests/questions and ask for each to be attended to (for example if I ask 5 questions they will only acknowledge and answer 1 if I don't specify how many answers I want). It has been impossible for me to contact the fraud department. Everyone I talk to gives me a different number to phone and today I was advised that there is no way to contact the fraud department because they don't have any incoming lines. I have been pushed around from department to department and I can't do it anymore.

I would like accurate information how to solve my problems, all of my requests filled as per signed formal request on my company letterhead that I sent last week, I would like to be contacted by the fraud department, I would like to be refunded for the data and airtime I didn't use (I have records of what I used and how much disappeared) I would like to know why this whole process is taking so long and I would like MTN to train their staff efficiently on giving correct information and responding to queries on emails.

Thursday, 02 September 2021
MTN - PHONE [protected]
I have a serious complaint… following is a screenshot from my bank statement indicating that I have spent R130.00 on airtime - purchased:- august:- 4th [R30.00] 10th [R50.00] & 30th R50.00].
I very seldom make phone calls - and my phone uses data from my MWEB internet connection. It always has.
However - yesterday I wanted to make a call to an MTN phone [[protected]] - and there was no airtime! So I've had to use my landline…
What's going on? I want to be credited with these amounts as airtime!
[protected]@gmail.com
landline [protected]

Have a contract of 30 gig day and 30 gig night with MTN. Last year from August till to date they're giving me 10 gigs per day, so it's not the agreement I had with them. I've called several times been taken from pillar to post. And thereafter they've started to put other extra 20gig night instead of putting them during the day. My contract number is [protected].

My account was suspended in September 2020 due to MTN's billing error. MTN was messing my bank account with huge debit orders that I couldn't afford. I reverse the debit orders and made cash payments. I called the provider several times and even went to its branches to query their billing with no success. I even wrote an email to their complaints department who promised to respond within a certain period but never did. I continue making payments until October 2020 even though my account was suspended. I had one contract that expired in August 2020 and I had given notice that I will not be renewing the contract because of this debacle. When I enquired if the contract had been changed to pre-paid I was told that because I still owe them 28000, I cannot cancel the contract. I took the matter to consumer council and after a few weeks, I was informed that MTN has not responded. I then contacted the Consumer Goods & Services Ombudsman and still waiting for MTN's investigation to be concluded.

In September 2020 we signed a contract for a MacBook Air with data for R699. It was a special that was advertised. We got a MacBook that was outdated and couldn't even do anything on it. We returned it ASAP. And requested the contract be cancelled. It's august 2021 and my account is being charged with R950 monthly for somethn we didn't even use. And I'm not paying because we wanted the contract to be cancelled. Now on my statement they claim that I owe R10 000 and I've been blacklisted because of MTNs greed and inconsideration. I can't wait to cancel each and every contract on my name at MTN. This is disgusting. I've called in so many times only to be told it's Been escalated. Emailed so many people
No luck. MTN should be ashamed of themselves.

It has been more than a month that ive been waiting for my two data contract. They have me on the system and everyday their is a long story but no outcome.

Sales person helped me is Thabo Bronkhorstpruit MTN.

Please can you be able to assist because it costing unnecessary trouble

Thank you
Nic
[protected]

Good day,

I had a contract with MTN and I have cancelled this account for 3 times already.

I am now in the process of a home loan and was denied upon application due to the fact that MTN has blacklisted me.

The stores refuse to help me, because they don't deal with cancelation.

I am always revered to head office that assures me every time that my contract is cancelled, and every time it's an outstanding amount that they compel me to pay, call them back to confirm proof of payment, then they assured me that the contract is cancelled.

This is the worst service ever, it cost me money and now I am black listed unfairly. My credit score is a joke because of this. It's been 3 months, MTN acknowledged that they blacklisted me unfairly, but do they do anything after that no!

They don't respond to anything!

I have attached the recording to prove that I have cancelled the account.

Confirmation of cancelation RECODING (AUD-[protected]-WA0006): 21:49 -28:25 min on recording

Please advise on how to clear my name, I have given up with MTN.

Please also find the attached correspondence

MY PERSONAL

MTN CONTRACT NUMBER: [protected]

My contact cell number: [protected]

Yours faithfully,

Johaness Seerane

[protected]

 Hi i would like to find out why you have to pay for your old device till the end date of your contract so then you basically paying 2 contracts i signed up for a 489 comtract but my bill is over 1400 i will take mtn to the newspaper the ombudsman i will return the new phone to you and watch then you can cancel my contract this is really unnaceptable and your account team is useless i just upgraded my second number i think that the contract should rather be cancelled then i think you should then collect the phone i have as i have not even opened it yet and the watch i will not pay for 2 devices and you shouldnt even bother delivering the new contract phone for the second contract i have been with mtn over 10 years and this has never been the way things worked i was charged 695 on last months bill as well and i see my debit date is the 17 th which it was the 25th every month 

If this is not sorted out today i will be returning your phone and watch and not accepting delivery on the other contract 

Good day, I bought a cellphone from MTN in July 2016. The contract was for 24 months. Since the 24 months lapsed, I have requested MTN so many times to discontinued the service. I have lost a lot of money making calls from my vodacom phone to get this service discontinued but I am not winning. It feels like MTN is forcing me to be still in contract with them as they are taking money from my bank account every month.

I made a follow up this morning and the consultant couldn't confirm why this is happening. I was asked to hold for 5 minutes to get the data, whilst using my airtime.

I need help, I can't continue begging MTN to discontinue this service or stop invoicing me every month for a service I nolonger need. The number they are billing me for is [protected].

I have to reverse their debit orders every month which is having negative impact on my credit record.

Please assist.