Bad service

I contacted MTN to cancel an ongoing application for a new laptop contract due to excessive back-and-forth regarding documents. I explicitly informed the agent that I did not have an account or cellphone number associated with the application as it was not yet processed or approved. The agent proceeded to confirm the cancellation of the application and provided a Call Reference: ***. The terms read to me involved confirmation that a debit of R1000 (or similar amount) for the application would not occur. I did not request or authorise the cancellation of any existing, active contract.

On 07/10/2025, an MTN agent on X (Twitter) informed me that my existing Home Internet/WiFi account/contract had been cancelled. I have not, at any point, requested or authorised the cancellation of my active Home Internet/WiFi service. The agent on the initial call clearly misunderstood my request to cancel a new application and instead cancelled an existing, unrelated active service.

I am not liable for your agent's inability to comprehend my request or their failure to confirm the specific service being cancelled.