Billing Dispute MTN Norkem Park Store

On 26 July 2022, I visited the store to pay off and settle my account with MTN as well as terminate the contracts with MTN. One of the employees, who identified himself as "G" assisted me in the store to settle and cancel my MTN account.

G indicated that in order to cancel my accounts, I needed to pay an amount of R 22 586 to settle my account first, of which I paid in full on the spot on 26 July 2022. In my understanding, for all intents and purposes, my contracts were canceled on that day.

In September 2023 (over a year later) MTN debited R 1 512.85 from my bank account, which I duly reversed as my account was settled and closed. I went to the Mall of Africa MTN to resolve this billing error and they advised me to go to the store where I settled my account to resolve it.

MTN further debited R2 193.35 on 25 October, which I reversed as well. After this reversal, MTN proceeded to block my number.

I then visited the Norkem Park store 13 November 2023 and an employee who identified as Thuto explained that G made an error by first not requesting a cancellation of the contract with MTN and secondly by treating the amount that I paid to settle my accounts as an advance payment. I had no intention of paying any advance payment and my instructions to G were unequivocal that I was settling and closing the accounts.

The new employee who was assisting me named Thuto indicated that he would unblock my number while we resolve this matter, but up to now 8 June 2024 my number unfortunately gets blocked then I contact the Thuto and he unblocks it but the matter is not fully resolved!

I request that Thuto urgently attend to the below:

Please correct the error made by G and cancel my contracts retrospectively to 26 July 2022. It is clearly an error made by their staff member and it is inconceivable that they could expect a customer to pay for it. As a matter of fact, I would not have been able to verify that G canceled my contracts, nor was I supposed to doubt that their skilled staff members would fail to take simple instructions from a customer.

I do acknowledge that I get data monthly to this day and when it runs out, I buy more data and airtime. Thuto still hasn’t cancelled this, if this is why the billing keeps increasing. I should be billed for this data monthly and not annually.