Incorrect Billing, Failure to Cancel Contract, and Credit Record Impact

In July 2025, I visited the MTN store at Clearwater Mall to cancel the router contract. I was referred to the MTN Sandton store, where I went in person with the intention of finalising the cancellation. At the Sandton MTN store, Tebogo Matudi assisted me, the router was taken back, and I was issued with an IRMS reference number along with supporting documentation confirming the cancellation request.

Despite this, deductions continued from July 2025 through December 2025. At the time, I did not take further action as I believed the cancellation was still being processed and would be resolved. This did not happen.

I returned to the Sandton MTN store again on Friday, 30 January 2026, where Tebogo Matudi informed me that he could no longer assist, as the Cancellation Department was responsible for finalising the cancellation, which should have been completed at the time the router was handed in and the IRMS number was issued.

I am now receiving billing demands and threats of negative credit reporting for an amount that I do not owe. On the contrary, MTN owes me a refund for the deductions that continued after the contract was supposed to be cancelled in July 2025.