EB
Ewerd B
Active since Jun 2024
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2 reviews1 month ago
MTN – Duplicate Billing for Five Months and Failure to Resolve a Documented Complaint
In October 2025 I ported my number from Vodacom to MTN and subscribed to the MTN SuperFlex 5GB plan at R199 per month. The porting process was assisted by MTN representative Jonathan Geduld, who was copied on all correspondence relating to this matter. Since activation, MTN has been debiting the subscription twice every month. Duplicate debit orders have occurred for the following billing cycles: • October 2025 • November 2025 • December 2025 • January 2026 • February 2026 The duplicate charges now total R1 005. This clearly indicates a billing system error. Communication timeline: 26 January 2026 First formal email sent to MTN Customer Care and Jonathan Geduld reporting the duplicate debit orders and requesting correction. 13 February 2026 Follow-up email sent requesting correction of the billing profile and refund of duplicate charges. 17 February 2026 Jonathan Geduld responded confirming that a ticket had been opened and that the matter had been assigned to the team handling SuperFlex queries. However, despite this acknowledgement, no further feedback, investigation outcome, or resolution has been provided. 9 March 2026 A final escalation email was sent to MTN Customer Care and escalation channels, with the ICASA Consumer Complaints mailbox copied. All correspondence included supporting documentation such as: • MTN order confirmation • Payment confirmation reference MTNPC20096263ZE81741903 • Credit card statement screenshots clearly showing duplicate monthly debit orders Despite these efforts, the billing error remains unresolved and no meaningful feedback has been provided. At this stage the issue is no longer only the duplicate billing itself but MTN’s failure to resolve a clearly documented complaint over a period exceeding seven weeks. The matter is therefore being escalated publicly and through regulatory channels including ICASA and the National Consumer Commission. MTN is requested to: Correct the billing profile immediately so that only one monthly subscription debit is processed. Refund all duplicate debit orders processed to date. Provide written confirmation of the corrective action taken. All correspondence and supporting documentation have been retained and will be made available to the relevant regulatory authorities if required.
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6 months ago
Very disappointed — a loyal customer lost
We attended the Chicago show at Montecasino on Friday evening, 24 October. The show started at 19:30 and ran for about two and a half hours, ending around 22:00. Knowing this, I booked a table at Verdicchio for 22:15 through Dineplan, as we’ve done many times before — it’s always been one of our favourite spots. The booking was confirmed by email and SMS, and I even reconfirmed the day before. Then, fifteen minutes before the show started, while seated in the theatre, I received a call from Verdicchio saying the kitchen closes at 22:00 and asking that we come earlier. That call left me stunned. If the kitchen closes at 22:00, why would you accept a 22:15 booking in the first place — and then still confirm it? It was completely unprofessional and frankly embarrassing, especially as we were hosting overseas guests. Trying to explain to them that the restaurant decided, at the last minute, not to honour a confirmed booking was not how I wanted the evening to end. Verdicchio, we’ve supported you for many years, but this experience was unacceptable. You’ve lost my support, and I won’t be returning. I sincerely hope you fix your booking system and your communication with customers — no one deserves to be treated this way.
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