Dissatisfied Customer

I am extremely dissatisfied with my experience trying to cancel my MTN Double Deal contract. The process has been unnecessarily frustrating and poorly handled from start to finish.

Despite following the required steps and making multiple attempts to resolve the matter, I was met with delays, inconsistent information, and a complete lack of accountability. The communication from MTN has been disappointing, with no sense of urgency or customer care shown throughout this process.

I called to cancel both numbers in November 2025 as my contract had come to an end but the advisor only cancelled my main number. I am still receiving bills and being debited money even though my contract has ended because my sons number is still active. What should have been a straightforward contract cancellation turned into a stressful and time-consuming experience. As a customer, I expected professionalism, transparency, and efficiency — unfortunately, none of these were delivered.

This experience has significantly affected my trust in MTN as a service provider. I would not recommend entering into a contract if basic customer requests like cancellation cannot be handled properly.