Mobile Internet cancellation in cooldown period

From: Desmond Moran Sent: Tuesday, 01 July 2025 11:36 To: *** Subject: RE: RE: contract cancellation IRMS*** [#RCO660187] [JV5O7P5]

Good day

To whom it may concern.

Phoned the Sales Department at the time (see below). What a horrible experience.

Today MTN *******ly deducted R 699.00 from my account. Please advise on the status of this contract within 72 hours. Whereafter further step may be taken. We are going for 2 months now after I handed back the device. I want cancellation confirmation, as well as a date my monies will reflect back in my account.

Thank you & Best Regards

Desmond Moran

From: customercare <***> Sent: Wednesday, 18 June 2025 13:55

Subject: RE: RE: contract cancellation IRMS*** [#RCO660187] [JV5O7P5]

Yello Sir/Madam.

Thank you for contacting our Customer Care. Please do a follow up with Sales Department *** Mondo. They are open Monday to Friday from 08:00 till 17:00. Thank you for your continued support. Warm Regards, Zelephi For quicker response and resolution times, connect with us on MTN Chat via WhatsApp. Make sure that you have the WhatsApp app downloaded on your device and that you save “MTN Chat” to your contact list. Our number is ***. Now, all that’s left is for you to say “Hi” to our team to get started. You can manage your account, get invoices and/statements, make payments, speak to a live agent and so much more.

Sent: Wednesday, June 18, 2025 9:07 AM To: *** Subject: RE: RE: contract cancellation IRMS*** [#RCO660187] [JV5O7P5] ________________________________________ Good day To whom it may concern. We are almost reaching a month since I returned the device. Please the contract is cancelled, and no DO will take place. Thank you & Best Regards Desmond Moran

From: customercare <***> Sent: Thursday, 12 June 2025 22:36

Subject: RE: RE: contract cancellation IRMS*** [#RCO660187] [JV5O7P5] Yello Desmond, Thank you for your email. Kindly note that cancellation can only be done once the warehouse confirms receipt of the device. Warm Regards, Kholofelo For quicker response and resolution times, connect with us on MTN Chat via WhatsApp. Make sure that you have the WhatsApp app downloaded on your device and that you save “MTN Chat” to your contact list. Our number is ***. Now, all that’s left is for you to say “Hi” to our team to get started. You can manage your account, get invoices and/statements, make payments, speak to a live agent and so much more.

Sent: Thursday, June 12, 2025 9:14 AM To: *** Subject: RE: RE: contract cancellation IRMS*** [#RCO660187] [JV5O7P5] Good day Anticipated that the feedback will be a step(s) further as the IRMS number was provided on 06/06/2025. Best Regards Desmond Moran

From: customercare <***> Sent: Thursday, 12 June 2025 09:11

Subject: Fwd: RE: contract cancellation IRMS*** [#RCO660187] [JV5O7P5] Y'ello Desmond, Thank you for your email. Please see the below response from our sales team. " Good day I trust you are well Kindly be advised that a cancellation has been logged. An RMA request will be submitted once the IRMS number has been received. Upon confirmation from the warehouse that the device has been returned, we will proceed with the cancellation and provide feedback accordingly. Kind Regards Hayden "

We look forward to being of service to you. Warm Regards, Lucian For quicker response and resolution times, connect with us on MTN Chat via WhatsApp. Make sure that you have the WhatsApp app downloaded on your device and that you save “MTN Chat” to your contact list. Our number is ***. Now, all that’s left is for you to say “Hi” to our team to get started. You can manage your account, get invoices and/statements, make payments, speak to a live agent and so much more. From: *** Sent: Wednesday, June 11, 2025 10:52 AM To: *** Subject: RE: contract cancellation IRMS*** [#RCO660187] [JV5O7P5] Good day I trust you are well Kindly be advised that a cancellation has been logged. An RMA request will be submitted once the IRMS number has been received. Upon confirmation from the warehouse that the device has been returned, we will proceed with the cancellation and provide feedback accordingly. Kind Regards Hayden From: customercare <***> Sent: 08 June 2025 05:06 Subject: contract cancellation IRMS*** Yello Team, Please assist with the cancellation request, the device return to the store within the cooling off period. *** order number: *** IRMS*** *** - Mobile Internet Diamond Customer query: Good day To whom it may concern. This contract was cancelled with in the cooldown period due to unsatisfactory performance. As confirmed with Rewards Co., the attached is no longer applicable and should not be debited. Warm Regards, Nonkululeko For quicker response and resolution times, connect with us on MTN Chat via WhatsApp. Make sure that you have the WhatsApp app downloaded on your device and that you save “MTN Chat” to your contact list. Our number is ***. Now, all that’s left is for you to say “Hi” to our team to get started. You can manage your account, get invoices and/statements, make payments, speak to a live agent and so much more.

Sent: Friday, June 6, 2025 9:40 AM To: *** Subject: RE: FW: MTN Statement & Tax Invoice: *******8871 Good day Hand it in at Garden Route’s MTN, IRMS***. Please confirm no amount will be debited. Best Regards Desmond Moran

From: customercare <***> Sent: Friday, 06 June 2025 09:36

Subject: Re: FW: MTN Statement & Tax Invoice: *******8871 Yello Desmond Moran, Thank you for your request. Please note that the line is still active, please advise if you have returned the device to any store or was it collected from you by the courier and also confirm you received the IRMS number upon the return of the device. Thank you for contacting us, should you have any MTN related queries do not hesitate to get in touch with us. Warm Regards, Boipelo Phiri