Extremely disappointed with MTN – unresolved account issue damaged my credit profile

I am extremely disappointed with the way MTN handled my account. I had a serious issue with an MTN 5G router that was not working properly. I requested cancellation and returned the router to the MTN store, with proof that it had been returned. Despite this, MTN continued loading bundles onto the account and sending me SMS notifications as though the service was still active. I made several attempts to resolve the matter and even escalated the complaint to ICASA and the National Consumer Commission. This has been an extremely frustrating process. What makes the situation even more serious is that the unresolved MTN account has negatively affected my credit profile. I feel that I did everything I was supposed to do by returning the equipment and requesting cancellation, yet I am being left to deal with the financial and credit consequences of an issue that I believe should have been resolved by MTN. I would like MTN to take accountability, properly investigate the account, correct any incorrect charges or information reported to credit bureaus, and provide written confirmation that the matter has been resolved. This experience has seriously damaged my trust in MTN. I hope this review results in someone taking ownership of the matter instead of sending me from one department to another.