ABSOLUTE **** SERVICE FROM MTN CANCELLATION

My existing contract was due to expire on the 27th May 2025, so I upgraded it online on the 26th May 2025.

Later that day, I contacted the Retentions department to enquire what other packages they have available that I may take advantage of and switch to that instead. The consultant informed me that she is unable to make any changes/reversals and that i should speak to someone in "CANCELLATIONS".

I waited to be transferred to that department. The consultant at THAT department said that he cant cancel it and i have to speak to someone in "ORIGINATIONS".

He could not transfer me as it was 5pm and they were closed.

I then attempted to call through every day from the 27th May till the 10th June speaking to various consultants and departments with absolute ZERO SUCCESS AND NO RESOLUTION TO MY QUERY.

I reached out to the cancellations department within the 10 days cooling off period to request that they cancel my initial contract in order for me to migrate to another cheaper package AND MORE IMPORTANTLY NOT PAY ANY PENALTIES AND SERVICE CHARGES.

Up to date not one single person / department has been able to resolve this situation for me. I have emailed ***, *** *** with absolute no success. I even emailed the consumer ombudsman as well as icasa with no resultion to my query {*** <***>; ***; Portia Majola [ MTN South Africa ] <***>; OMo******}

I attempted to make contact with MTN today 22/12/2025 to see if I can once again try migrate to another package, and to my shock and horror I was told by ELETHU FROM THE RETENTIONS DEPARTMENT that I have to pay a service charge of R405.32 since I cannot cancel / make changes to a contract without a penalty - THE VERY THING I TRIED TO DO IN THE COOLING OFF PERIOD.

It is also quite telling that none of the physical MTN stores are able to assist with cancellations. My local franchise stores in Benoni laughed me right out of the stores wishing me Good Luck as I try to navigate this with the customer service centre.

These are a few of the reference numbers from my communication with MTN, et al Service Request Number: *** Service Request Number: *** Service Request Number: *** Ticket: E3D4F51687D0B (***) Service Request Number: *** is Opened May 28, 2025, 1:29 PM Service Request Number: *** is Opened May 29, 2025, 4:47 PM Service Request Number: *** is Opened May 29, 2025, 4:57 PM Service Request Number: *** is Opened June 5, 2025, 12:33 PM Service Request Number: *** is Opened June 5, 2025, 1:21 PM Service Request Number: *** is Opened June 5, 2025, 3:45 PM All i want is to migrate to a cheaper package without paying any penalties and / service charges as it is not my fault that this was unable to be dealt with within the "cooling off " period.