Incorrect MTN Account Status Affecting My Credit Profile

I had a 24-month cellphone contract with MTN from 2018 to 2020. The contract was fully paid off before the 24-month period ended. After settling the outstanding balance, I contacted the MTN call centre to request cancellation of the contract. The consultant confirmed that the contract was cancelled, and the agreed monthly deductions stopped. However, I never received a confirmation letter stating that the contract had been cancelled.

Recently, when applying for a new contract, I have repeatedly been informed that I still owe MTN. When I contacted MTN about this matter, I was advised that the amount owing on their billing system reflects as R0.00. I was also informed that my account had been handed over to Hammond Pole Majola Inc., and MTN provided me with their contact details.

I have since sent several emails to Hammond Pole Majola Inc., with MTN copied in the correspondence, requesting a confirmation letter stating that the account has been settled and the contract cancelled. When I contacted Hammond Pole Majola Inc. telephonically, they advised that they have no record of me on their system and transferred me back to MTN.

Unfortunately, I have not received any meaningful assistance from either party. I am repeatedly told that someone from the billing department will call me back to assist further, but this has not happened. This issue is now significantly affecting my credit profile, as I am unable to apply for new contracts with other retailers due to the outstanding amount incorrectly reflecting against my name.

I kindly request that this matter be investigated urgently and that I be provided with written confirmation that my account has been settled and the contract cancelled.