Debit after contract expired and unprofessional service

I am extremely frustrated with the way MTN has handled my contract expiry.

I had a 2‑year cellphone contract with MTN, which was confirmed via email to expire on 30 November 2025. In October, I called to enquire about expiry email and was advised to call back on 4 November once the October premium reflected. I followed this instruction exactly.

On 4 November, I was assisted by a male agent who even called me back to reassure me that the November debit would be the last debit and that I would not be charged a cancellation fee, since I waited until the contract term expired. This was explicitly communicated to me, and I re**** on this assurance.

To my shock, on 17 December I received an email reminding me of a R758.29 debit due on 25 December. This is unacceptable, as I had already called prior in line with MTN’s instructions and was promised no further debits.

I called in today (19 Dec 2025), and spoke to Linamandla, who seemed inexperienced and unable to explain why I am being charged again. She placed me on hold and mute for long periods, refused to escalate my query properly, and told me that a supervisor would “say the same thing” without providing any turnaround time. She then hung up on me without explanation. This was rude, unprofessional, and dismissive, especially since I was calm and simply seeking clarity.

I am demanding:

The December debit instruction of R758.29 should be stopped.

Written confirmation that my contract is cancelled with no further charges

Accountability for the poor service I received from Linamandla, including her refusal to escalate and her unprofessional conduct

If MTN fails to resolve this matter urgently and transparently, I will have no choice but to escalate my complaint to ICASA and the Consumer Goods and Services Ombud for further intervention.

I expect urgent resolution and transparency.