MS
MTN South Africa
Claimed Business
MS
MTN South Africa
Claimed Business
5,017 Reviews (last 12 months)
Does not respond to reviews
Rated in:
Scores reflect the Overall AI Score for each category
MTN South Africa
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, MTN South Africa is facing severe and widespread customer dissatisfaction across all measured service themes. Customers consistently report systemic failures in contract cancellations, unauthorised debit orders, billing errors, and call centre incompetence. Loyal long-term customers describe being passed between departments without resolution, while *****ulent SIM swaps and unexplained charges erode trust. The few positive experiences are isolated to specific named in-store staff.
TrustIndex
1.6
Jul '25 - Jun '26
Based on recent customer reviews, MTN South Africa is facing severe and widespread customer dissatisfaction across all measured service themes. Customers consistently report systemic failures in contract cancellations, unauthorised debit orders, billing errors, and call centre incompetence. Loyal long-term customers describe being passed between departments without resolution, while *****ulent SIM swaps and unexplained charges erode trust. The few positive experiences are isolated to specific named in-store staff.
The most common complaint about MTN South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Contracts & Account Management. Customers report extreme difficulty cancelling month-to-month and expired contracts, with debit orders continuing for months or years after cancellation. Unauthorised upgrades, *****ulent contracts opened in customers' names, and unexplained clawback fees are recurring complaints. Refunds are delayed indefinitely and many customers are wrongfully handed over to debt collectors. Billing, Contracts & Account Management (1.0).
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I am writing to formally demand the immediate cancellation of a new MTN contract I entered into five (5) days ago. I explicitly requested to retain my existing MTN number (073 430 1017) for this contract. Since the upgrade/activation, my SIM settings have completely changed, and I wish to cancel this agreement immediately—prior to the first billing cycle scheduled for the 30th. I have spent literal hours being passed from pillar to post with zero resolution: • MTN Sales refuses to cancel, claiming Customer Care must handle it because billing has not yet occurred (CPA cancellation). • MTN Customer Service refuses to cancel, claiming it must be processed by I-Talk (an MTN-acquired entity). • I-Talk Support is entirely unreachable; calls ring indefinitely without answer. • Management Escalation: I have emailed the Team Leader, Kadimo, and included Cheryl, but my correspondence is being actively ignored. I am well within my legal rights to a 5-day cooling-off period for cancellation without penalty. MTN's internal departmental confusion and I-Talk's non-responsiveness do not absolve you of your legal obligations to process this request. I require immediate intervention to: 1. Halt the upcoming billing scheduled for the 30th. 2. Revert my SIM settings back to my original prepaid/previous contract state. 3. Confirm this cancellation in writing. Please contact me urgently to resolve this matter today. Contact Number: 073 430 1017 Alternative Email: Siyandampume@gmail.com
1 reviews | Active since Jan 2020
I am writing to formally demand the immediate cancellation of a new MTN contract I entered into five (5) days ago. I explicitly requested to retain my existing MTN number (073 430 1017) for this contract. Since the upgrade/activation, my SIM settings have completely changed, and I wish to cancel this agreement immediately—prior to the first billing cycle scheduled for the 30th. I have spent literal hours being passed from pillar to post with zero resolution: • MTN Sales refuses to cancel, claiming Customer Care must handle it because billing has not yet occurred (CPA cancellation). • MTN Customer Service refuses to cancel, claiming it must be processed by I-Talk (an MTN-acquired entity). • I-Talk Support is entirely unreachable; calls ring indefinitely without answer. • Management Escalation: I have emailed the Team Leader, Kadimo, and included Cheryl, but my correspondence is being actively ignored. I am well within my legal rights to a 5-day cooling-off period for cancellation without penalty. MTN's internal departmental confusion and I-Talk's non-responsiveness do not absolve you of your legal obligations to process this request. I require immediate intervention to: 1. Halt the upcoming billing scheduled for the 30th. 2. Revert my SIM settings back to my original prepaid/previous contract state. 3. Confirm this cancellation in writing. Please contact me urgently to resolve this matter today. Contact Number: 073 430 1017 Alternative Email: Siyandampume@gmail.com
1 reviews | Active since Jan 2020
I am extremely frustrated with the lack of clarity and assistance from MTN regarding an account I believed was fully settled and closed. I cancelled my MTN contract and requested a settlement amount, which was provided to me. I then went to an MTN store and paid the amount within the specified time frame. After making the payment, I was advised to contact customer care a few days later to confirm closure of the account. I did exactly that, and the consultant I spoke to confirmed that the account had been closed. A few months later, I started receiving emails and calls from HP Attorneys regarding an outstanding amount that I know nothing about. I am not refusing to pay if there is legitimately an amount owed, but I need clarity on what exactly this balance relates to and why it was never communicated when I settled the account. What makes this even more frustrating is that: * HP Attorneys cannot properly explain the charges and only demand payment. * MTN customer service is extremely difficult to get through to and has been unhelpful. * I was referred to another department/legal number by MTN, but they could not even locate the account on their system. * I am receiving statements from both MTN and HP Attorneys, and the amounts differ, which creates even more confusion. I simply want: 1. A clear breakdown of the outstanding balance. 2. Clarification on why the account was confirmed as closed if money was still owing. 3. Confirmation of the correct amount outstanding, if any. 4. Proper assistance from someone competent enough to resolve this matter. This experience has been stressful and exhausting, and I expect better communication and customer service from MTN.
1 reviews | Active since Jan 2020
I am extremely frustrated with the lack of clarity and assistance from MTN regarding an account I believed was fully settled and closed. I cancelled my MTN contract and requested a settlement amount, which was provided to me. I then went to an MTN store and paid the amount within the specified time frame. After making the payment, I was advised to contact customer care a few days later to confirm closure of the account. I did exactly that, and the consultant I spoke to confirmed that the account had been closed. A few months later, I started receiving emails and calls from HP Attorneys regarding an outstanding amount that I know nothing about. I am not refusing to pay if there is legitimately an amount owed, but I need clarity on what exactly this balance relates to and why it was never communicated when I settled the account. What makes this even more frustrating is that: * HP Attorneys cannot properly explain the charges and only demand payment. * MTN customer service is extremely difficult to get through to and has been unhelpful. * I was referred to another department/legal number by MTN, but they could not even locate the account on their system. * I am receiving statements from both MTN and HP Attorneys, and the amounts differ, which creates even more confusion. I simply want: 1. A clear breakdown of the outstanding balance. 2. Clarification on why the account was confirmed as closed if money was still owing. 3. Confirmation of the correct amount outstanding, if any. 4. Proper assistance from someone competent enough to resolve this matter. This experience has been stressful and exhausting, and I expect better communication and customer service from MTN.
1 reviews | Active since Jan 2020
I am writing to formally express my dissatisfaction with the poor level of service I received while attempting to cancel my contract with MTN. I contacted your customer service department twice in an effort to resolve this matter, and bothexperiences were extremely frustrating and unprofessional. During my first call, the agent, [Andile Khumalo], answered the call, but the line went silent without any communication from the agent before the call was disconnected. I then called back a second time and was transferred to the cancellations department. After providing all my details, I was informed that I needed to be transferred to another department. Once transferred, I was again required to repeat all of my personal and account information, despite already having provided it earlier in the call. After reviewing my account, the second agent advised that I needed to be transferred yet again to a third department. When the call finally connected, the person on the line did not speak at all and eventually disconnected the call. This entire experience has been highly inconvenient, time-consuming, and unacceptable. As a paying customer, I expected a far better level of service and professionalism from MTN. Due to this poor customer experience and the repeated failure to assist me effectively, I have decided to proceed with cancelling my contract with MTN. I request that this complaint be formally logged and that someone urgently contact me to assist with the cancellation process without any further unnecessary transfers or delays.
1 reviews | Active since Jan 2020
I am writing to formally express my dissatisfaction with the poor level of service I received while attempting to cancel my contract with MTN. I contacted your customer service department twice in an effort to resolve this matter, and bothexperiences were extremely frustrating and unprofessional. During my first call, the agent, [Andile Khumalo], answered the call, but the line went silent without any communication from the agent before the call was disconnected. I then called back a second time and was transferred to the cancellations department. After providing all my details, I was informed that I needed to be transferred to another department. Once transferred, I was again required to repeat all of my personal and account information, despite already having provided it earlier in the call. After reviewing my account, the second agent advised that I needed to be transferred yet again to a third department. When the call finally connected, the person on the line did not speak at all and eventually disconnected the call. This entire experience has been highly inconvenient, time-consuming, and unacceptable. As a paying customer, I expected a far better level of service and professionalism from MTN. Due to this poor customer experience and the repeated failure to assist me effectively, I have decided to proceed with cancelling my contract with MTN. I request that this complaint be formally logged and that someone urgently contact me to assist with the cancellation process without any further unnecessary transfers or delays.
1 reviews | Active since Jan 2020
I received an MTN Router via Rewardsco that never function because there is no internet coverage in my area. I called Rewardsco and I was told that I must return the router at my nearest MTN store, which I did. The reference number for my query is RITM4348951. My bank account is still being debited for the same router that never worked.
1 reviews | Active since Jan 2020
I received an MTN Router via Rewardsco that never function because there is no internet coverage in my area. I called Rewardsco and I was told that I must return the router at my nearest MTN store, which I did. The reference number for my query is RITM4348951. My bank account is still being debited for the same router that never worked.
1 reviews | Active since Jan 2020
Lost for word. I have paid them two years ago but their account still flags my credit score. No store wants to assist me. I regret the day I got involved with them. Because they will give you a run around pillar to post.
1 reviews | Active since Jan 2020
Lost for word. I have paid them two years ago but their account still flags my credit score. No store wants to assist me. I regret the day I got involved with them. Because they will give you a run around pillar to post.
1 reviews | Active since Jan 2020
Hi. I dont understand your contracts. My contract ended now on 26th may, i made a payment this month My number is now on prepaid, but still i have i have to pay next month also. Contract number. 0718927737 I really dont understand . Please call 0715784010
1 reviews | Active since Jan 2020
Hi. I dont understand your contracts. My contract ended now on 26th may, i made a payment this month My number is now on prepaid, but still i have i have to pay next month also. Contract number. 0718927737 I really dont understand . Please call 0715784010
1 reviews | Active since Jan 2020
Very disappointed with the service at the MTN Riverwalk store. On Monday morning, 25 May 2026, at around 8:30, I visited the store regarding an issue with my SIM card and phone. During a conversation with one of the employees, there was a misunderstanding where they assumed I was swearing at him directly, which I was not. Instead of handling the situation professionally, multiple staff members started shouting and swearing at me from inside the store in front of other customers. Completely unprofessional and unacceptable behavior from people meant to assist customers. I came there for help and left feeling disrespected and frustrated. MTN seriously needs to improve customer service and staff professionalism at this branch.
1 reviews | Active since Jan 2020
Very disappointed with the service at the MTN Riverwalk store. On Monday morning, 25 May 2026, at around 8:30, I visited the store regarding an issue with my SIM card and phone. During a conversation with one of the employees, there was a misunderstanding where they assumed I was swearing at him directly, which I was not. Instead of handling the situation professionally, multiple staff members started shouting and swearing at me from inside the store in front of other customers. Completely unprofessional and unacceptable behavior from people meant to assist customers. I came there for help and left feeling disrespected and frustrated. MTN seriously needs to improve customer service and staff professionalism at this branch.
MTN South Africa has a TrustIndex of 1.6 out of 10 on Hellopeter, based on 5,017 reviews in the last 12 months. Hellopeter has tracked MTN South Africa across 95,518 total reviews. How is the TrustIndex calculated? →