Mishandled Cancellation

I am writing to formally lodge a complaint regarding the cancellation of my expired Home Internet contract, which has been mishandled since 17 December 2025.

On 17 December 2025, I attempted to cancel my expired Home Internet contract after switching to Fibre. I was advised that I did not need to return the router immediately, as one final debit order would still go off. I was told I could return the router on 7 January 2026, at which point the cancellation would be processed.

On 7 January 2026, when I went to the store, the consultant who had previously assisted me avoided me, and another staff member was instructed to book in the router and handle the cancellation. She claimed everything was done but said she could not stop the debit order, though she would log a call for it to be stopped.

On 13 January 2026, I contacted the MTN cancellations department directly, only to discover that the store had never processed the cancellation. The agent assured me she would resubmit the cancellation and that I would not be charged again for Home Internet.

Despite this, I received an SMS and statement indicating that my contract had been converted to a month-to-month plan, with another debit order scheduled at the end of January.

When I contacted the accounts department, I was told that although my Home Internet contract was cancelled, I would still be billed for it until my cellphone contract expires in April 2026, because the two are billed together. This means I am being charged for a cancelled service alongside my cellphone contract, which I find both ********* and *******.

I am shocked and disappointed by the inconsistent and unprofessional service I have received since 17 December 2025. Each staff member seems to follow their own procedure, and the lack of direct communication between MTN stores and customer service is unacceptable.

I demand that this cancellation be resolved immediately, and that no further debit orders for the cancelled Home Internet service be processed. MTN must do better.