Correction of my account, no outstanding balance is due to this Service

Dear MTN Customer Service, I am writing to formally dispute a recent debit order on my account and to confirm the cancellation of my contract. Please note that I submitted a 30-day cancellation notice on 15 September 2025, and was informed that September 2025 would be my final billing month. A debit order was processed on 25 September 2025, which I accepted as the final deduction. However, I have since received a statement indicating that I am liable for October 2025, which contradicts the information previously provided. No further debit orders are authorized, as the cancellation should have been completed by the end of September. Customer Service Interaction: * First Call (15 October 2025, approx. 09:10): Spoke to Sinazo Foslara, who claimed the debit order was rejected. I confirmed the payment had indeed gone through and promised to send proof of payment. I requested a callback within 10–20 minutes, but did not receive a response. * Second Call (15 October 2025, 10:36): Spoke to Mandy, who informed me that I was still liable for October. I reiterated that the debit was successful. She requested proof of payment and promised a follow-up call after receiving it. I emailed the required documents, after which she contacted me and confirmed the debit order had indeed gone off my account. She provided a case number: BO*** and informed me someone would follow up. She also requested a bank statement, which I have since submitted. References: * First Call Reference: *** (15 September 2025) * Cancellation Reference: *** * Proof of Payment: Sent to Customer Service in four separate emails * Bank Statement: Submitted multiple times, clearly showing the funds were debited from my account Despite all this, I have been advised that the debit was rejected and I must contact my bank. However, I can confirm that the funds were successfully deducted. I am now seeking a final resolution. Additionally, it is deeply disappointing to note that, after consistently debiting my account for the past two years without any issues, now that I have completed my contract and am no longer contributing to your business, I am faced with poor service and confusion regarding my cancellation. It is disheartening to experience this kind of treatment after being a paying customer for such a long period. To add to this please note the bank confirmed the debit order went off successfully.

Request: 1. Acknowledge receipt of this email 2. Confirm that my contract was correctly cancelled as of 15 September 2025 3. Ensure no further debit orders are processed for October or beyond 4. Provide written confirmation of the resolution I trust this matter will be resolved promptly to avoid any further confusion or escalation. 5. Confirm that my contract has changed to a pre-paid. Thank you for your attention and assistance.

Kind regards, Tyler George *** ***