IRMS-***: Returned Router, Still Being Billed by MTN

Title: MTN Billing Me After Router Return – Proof Provided, No Resolution

I am lodging a complaint against MTN regarding unfair billing.

I ordered a WiFi router from MTN, but shortly after, I was informed that my area has no coverage. I returned the router immediately on 24 October 2025, and I was issued an IRMS reference number: IRMS-***.

This was a month-to-month contract, and according to MTN, such contracts are cancelled through the store. I comp**** with this process and returned the device.

I have attached screenshots of my communication with MTN where: - They acknowledge my return - They requested my IRMS number and return date - They escalated the matter to their support department

Despite this, I am still being billed and my account has accumulated charges of approximately R6000.

This is unacceptable, as: - I could not use the service due to lack of coverage - The device was returned - MTN acknowledged and escalated the issue but failed to resolve it

I am requesting the following: - Immediate cancellation of the contract - Full reversal of all charges - Written confirmation that my account is cleared

If this matter is not resolved urgently, I will escalate it to the relevant regulatory authorities.

Kind regards, Siphesihle Gulwa ***