Good luck trying to terminate a Data contract after the initial 24 months.

Cancellation of contract A***, mobile no ***

Let us look at some facts around this issue:

17 May 2020 I wrote to MTN asking to terminate contract A***, mobile no *** when the initial 24 month contract expires on 5 Jun 2020. 17 May 2020 MTN Customer Care Team rep**** – Reference no. *** assigned to this and “*We typically respond within 8 business hours”. 20 May 2020 I wrote to *** asking when I can expect a reply. 25 May 2020 Nombulelo Qamata from MTN forwards MTN message of 17 May to *** asking to please assist. 28 May 2020 Bongeka Zwane from *** Rep**** that query has been escalated to Retention’s (sic) / Cancellations dept and they will revert to me. 24 Jun 2020 I again wrote to *** After I received notification by email that a new invoice has been generated. 24 Jun 2020 In response to MTN email of 25 May Matlakala Tefu rep**** from *** asking to confirm details, which I did the same day. 6 Jul 2020 I received an email from *** in response to my email sent to MTN on 24 Jun, in which Boipelo Phiri asks me to send my request to cancel to *** saying they don’t handle cancellations at their side and please note the contract has not yet been cancelled.

From the above timeline of events certain aspects are very clear:

MTN’s promise of typically responding within 8 business hours is a joke. “Retentions” for example only responded to me on 24 Jun after being asked to assist on 25 May already! The staff at Customer care clearly don’t know what they’re doing. How can they say on 28 May that the query has been escalated to Retentions/Cancellations but then on 6 July ask me to send the request to cancel to *** ?

Please get your act together.