Extremely Disappointing Experience When Attempting to Cancel a Contract

am a previously very satisfied MTN customer, currently holding five MTN contracts, one of which is no longer in use.

Today, I spent over 30 minutes on a call attempting to cancel this unused contract. During this time, I was transferred seven times, only for the call to be dropped at exactly 17h00. When I called back, I was informed that the department responsible for contract cancellations operates only between 08h00 and 17h00. This was particularly frustrating, as I was already engaged with an MTN consultant at 17h02.

As a result, all that time was wasted, while over R250 per month continues to be debited from my account for a service I no longer use.

Unfortunately, visiting a branch was also not helpful, as I was instructed to call 135, which then redirected me to another number. The automated prompts are indistinguishable, using the same voices and options, making the process unnecessarily confusing and inefficient.

If this process is intended as a retention strategy, it is deeply flawed. A smooth and professional cancellation experience could have easily led to a change of mind. Instead, this experience has left me questioning whether I should continue with any of my remaining contracts.

I trust that this matter will be addressed with urgency and that MTN will reconsider how customer cancellations are handled.