Extremely Disappointed With MTN Contract Cancellation Process & Credit Damage

Contract Cancellation Process & Credit Damage

I am writing to express my extreme dissatisfaction with the way my laptop contract cancellation has been handled by MTN. This matter has been ongoing since January 2024 and has caused severe financial and emotional distress, including damage to my credit profile.

In January 2024, I app**** for a laptop contract through MTN. Upon receiving the laptop, I immediately discovered that the device was technically faulty and not functioning as expected. Within the cooling-off period, I visited the Gateway store to seek assistance and clarify whether the laptop’s condition was normal. I was advised by store staff that the device should be returned, which I did within 7 days of receiving it, together with all original packaging and accessories.

The laptop was booked in at the store, and I was instructed to contact MTN’s cancellations department to process the cancellation. I followed the instructions given to me and contacted the department accordingly. During this process, I was informed that the cancellation had been successfully submitted, and I was provided with what I later discovered to be an invalid or misleading cancellation reference number.

A few months later, I noticed that charges related to the contract were still being processed. Concerned, I once again contacted MTN and visited the store for assistance. I was then informed that the cancellation had not actually been processed, despite earlier assurances. I was told that the matter would now be resolved, and once again I comp**** with every instruction and followed all required procedures to ensure the cancellation was completed.

Unfortunately, the contract still remained active.

In September 2024, I lost the cellphone that contained many of the reference numbers and communication records linked to this matter. However, at the time, I believed the issue had already been resolved based on MTN’s previous confirmations.

To my shock and frustration, I later discovered through my credit profile that the contract had never been cancelled and that I was allegedly owing approximately R13,000 for a device I returned within the cooling-off period and never used.

This entire experience has been deeply upsetting and unacceptable. What was intended to help me build my credit profile has instead severely damaged it. My credit score and reputation have suffered due to MTN’s failure to properly process the cancellation despite multiple follow-ups over an extended period.

What is even more frustrating is that MTN is now insisting that I first settle the outstanding balance before any refund or correction can be considered. I refuse to pay for a faulty device that I returned correctly and within the required timeframe.

It is now 2026, and this issue still remains unresolved. I am beyond disappointed by the lack of accountability, poor communication, misinformation provided by staff, and the emotional and financial strain this has caused me over the past two years.

I urgently request that MTN:

* Investigate this matter thoroughly; * Correct and process the cancellation properly; * Remove the negative impact on my credit profile; * Reverse all charges related to this contract; * Provide a formal resolution without further delays.

I sincerely hope this complaint is finally taken seriously, as I have exhausted multiple channels trying to resolve this matter fairly and professionally.