Failure to cancel a contract

I am extremely dissatisfied with the service I have received regarding the cancellation of my contract and the ongoing incorrect billing. On 26 November, I contacted the call centre to cancel my contract and was assisted by Sisipho Qwane (Ref: ***). I was led to believe that my cancellation had been processed successfully. However, on 8 December, I received messages stating that I had been billed again and now had an outstanding balance for December 2025. When I called to query this, I was told that my contract had not been cancelled. I was billed for insurance and airtime/data for November, and then billed the full contract amount (including the device) for December. This was later escalated to a retentions supervisor, who admitted that I had been given incorrect information during my initial call and that I should have been transferred to the cancellation department. I was then told nothing could be done because billing had already gone through and that I should log a formal complaint for investigation, including reviewing the call recording. I was assured that Damin Ruthers, the supervisor of Sisipho Qwane, would listen to the call recording and provide feedback before close of business. To date, no feedback has been provided. Even more concerning, I was later informed by Luvuyo Ncedo that the supervisor did not even request the call recording from QA. Since 8 December, I have contacted the call centre multiple times and spoken to over 10 consultants, all of whom promised supervisor call-backs that never happened. These include Miriam Mnisi, Mpumelelo Nyebe (who left me waiting for over 30 minutes before the call dropped), and Sinazo Sosilarha, who stated she could not transfer me because she was working from home and promised a call-back that never came. This level of service is unacceptable. Being forced to repeatedly explain the same unresolved issue for weeks, with no accountability or feedback, is extremely frustrating—especially from a company of MTN’s size and reputation. I am still awaiting: A proper investigation into my cancellation call of 26 November Review of the call recordings Correction of all incorrect billing Written feedback on the outcome This experience has been exhausting, disappointing, and completely avoidable. MTN seriously needs to improve its internal communication, accountability, and customer service follow-through. — Cebisa