LACK OF PROFESSIONALISM AND UNDERMINING OF CUSTOMERS.

Good day

I'm hereby writing this email devasted and angry at the same time by being made a fool with my money by your staff. On the 17th of December 2025 I called MTN insurance department to cancel my insurance that I had for more that 3years, I was told the cancellation was done but I was not issued with anything in writing. January 2025, I received an invoice showing an amount to be deducted on the last day of the month. I called to ask, why I still receive the invoice while I have cancelled the insurance, I was told they'll deduct because I cancelled after the billing date which I had no choice but to understand. February same story, I got an invoice I called again, and they said my matter was escalated. March I received an invoice again, now when I call the insurance department I'm being referred to the billing department because they claim that they have escalated my matter to them and they have not responded them so there is nothing they can assist me with I will have to call them. When I call the billing department, they say it does not state on their system that I must be credited back my money which means the insurance department did not cancel my insurance after I called.

Again, I called the insurance department on the 1st of April after I was told to forward the formal letter of cancellation to the billing department, and I asked to be assisted by the supervisor. I was assisted by Folie, when I asked for the formal cancellation letter she told me that she's aware about my complaint, she submitted all the necessary documents to the billing department and assures me that I will be assisted in due time and asked for my March invoice which I did forward to her.

On the 7th of April I had to call to make a follow-up because it seems like nothing was done as I have not received my refund till to date. I asked to be assisted by Folie as she's the one whom said she sent everything to the relevant department. I could not get hold of Folie, at first when I called, I was told I was transferred to her and the phone just hanged up without me talking to Folie. Second time I called they said she went out and she will give me a call once she gets back till to this date I have not received any call from Folie.

Today I have decided to contact the billing department, and they say there is still no credit on their side, or anything provided to them by the insurance department they won't be able to assist and I was asked to send the formal cancellation letter. I am sick and tired of this run arounds, now the cell phone that I cancelled the insurance is dead and when I want to claim I will be told it is cancelled but I am still paying it. It was like this when I cancelled my device, meaning this is how MTN operate.

Everyday, I need to call MTN and stop working while I am being taken like a stupid, I even lost count of how many times did I call from January without assistance. Do something about this complaint, or I will expose you to all social media and never undermine the power of social media. I have been patient enough with you, I need my money.