Incorrect Cancellation Amount & Misleading Information from MTN

I am extremely disappointed with the service I received regarding the cancellation of my MTN cellphone contract.

On 10 November, I phoned an MTN consultant to confirm exactly what amount I needed to pay in order to cancel my contract. I was told the amount was R7494.84 , and that if I paid this before 12 November, my contract would be fully cancelled with nothing further outstanding.

I asked the consultant more than once to confirm that this was the final amount needed for cancellation, and he confirmed it every time. Based on that information, I immediately went to the MTN store, paid the full amount, and followed the instructions provided.

After paying, I phoned MTN and sent emails to confirm the cancellation. No one responded to me.

Today, a lady from MTN phoned me and told me that I now need to pay an additional R983.08. This is completely unacceptable. I only paid the original amount because your staff confirmed that it was the full and final settlement amount required for cancellation.

I feel misled, ignored, and inconvenienced. I expect MTN to honor the amount they originally confirmed and to cancel my contract without demanding any additional money.

I request an urgent resolution and written confirmation of the cancellation as originally promised.