MTN fails to apply contract discount: 'I'm outraged!' – Wendy Knowler

Relebogile Mabotja interviews Consumer Journalist Wendy Knowler.

Listen below (skip to 09:12).

Eustans Mangaba participated in an MTN promotion in April, where subscribers could trade their old Samsung phone for a discount on a new model.

She handed over her Samsung Note 20 at the MTN store in Irene Mall and signed a contract for a Samsung S24, expecting a R400 discount on her monthly subscription in return for her old phone.

However, since April, Mangaba has been charged the full subscription fee each month instead of the discounted rate.

Despite numerous visits to the store and emails to MTN’s complaints department, she has received no resolution.

“Every time I visit the store, I’m told my complaint has been escalated to head office. I’ve also written to their complaints department, but I haven’t received any response,” Mangaba told Knowler.

“I am frustrated as no one at MTN is willing to assist me, but I am being billed the full amount every month while they have my old phone.”

"I'm calling it a stolen phone, because that's what it is right? It is a form of theft; she's handed over her phone, she doesn't have her phone, it's gone and not getting any benefit."

- Wendy Knowler, Consumer journalist

After Knowler intervened, MTN conducted an investigation and confirmed that there had been a lapse in service.

As a result, Mangaba’s account will be credited by R2000 – covering the missing R400 discount for the past five months.

Additionally, MTN commits to correctly applying the R400 discount for the remainder of her contract.

"This kind of case – my outrage gets outraged."

- Wendy Knowler, Consumer journalist

Scroll up to the audio player to listen to the interview.