Formal Complaint: Unauthorised Order Notification and Cancellation Request

I am writing to formally lodge a complaint regarding the handling of my contract and recent communications from MTN.

On 14 February, I received an SMS from MTN indicating that an order had been submitted on my account. I would like to state clearly that I did not place any order or request any upgrade or additional service.

For context, I currently have an active contract with MTN Group, which is due to expire on 31 March. The account is presently in arrears; however, I have already made an arrangement to address the outstanding balance.

Following the SMS notification, I sent an email to MTN requesting confirmation of the alleged order, while also clearly indicating that:

- I do not intend to renew my contract, and - I would like my contract to be cancelled upon its expiry, and - I requested guidance on the necessary steps to facilitate this cancellation.

MTN responded once requesting additional information, which I provided promptly towards the end of February. Since then, I have received no feedback or confirmation regarding my cancellation request.

Today, 8 March, I received another SMS stating that an order has been placed on my account, despite the fact that I have not authorised or initiated any such order.

This situation is extremely concerning. I am formally requesting the following:

1. Immediate clarification regarding the alleged order(s) placed on my account. 2. Written confirmation that no unauthorised order or upgrade has been processed. 3. Formal confirmation that my contract will not be renewed and will be cancelled in accordance with my request. 4. Clear instructions on any remaining steps required from my side to finalise the cancellation process.

Should this matter not be resolved urgently, I will have no option but to escalate the matter to the relevant consumer protection authorities, including filing a formal complaint with National Consumer Commission and ICASA.

Furthermore, I will be requesting records and voice recordings of all communications linked to my account, as I intend to exhaust all available avenues to ensure that my contract is properly cancelled and that no unauthorised transactions are processed on my account.

I trust that this matter will receive urgent attention and resolution.