Contract Cancellation Refusal and Uncer*****y Around Returning Router

Review of MTN Experience – *** I am extremely frustrated with the way MTN has handled my contract cancellation process. I had a 24-month contract with MTN for a router. As the contract neared its end, I contacted the MTN call center to inquire about the cancellation process. I was told that I needed to return the router to an MTN store in order to complete the cancellation. At the time, the router was in Gauteng, while I was working in KwaZulu-Natal. I waited until I returned to Gauteng to bring the router to the nearest MTN store. However, once I arrived, I was informed that returning the router was unnecessary and that the contract should have automatically ended after the 24 months had passed—there was no need for me to return any hardware. This conflicting information has caused a lot of confusion and inconvenience. Now, despite completing the 24-month term, MTN seems to be charging me further and has not resolved the matter. I feel like I’ve been misled, and I’m deeply disappointed with how my issue has been handled. I hope MTN takes customer education and communication more seriously in the future. Clear, consistent policies and better staff training would go a long way in preventing such issues.