Month to Month contract: CA***\BA***

I am writing to lodge a formal complaint regarding a severely mishandled contract and subsequent billing issues following a cancellation at your Benmore (Sandton) store on April 7th, 2025.

On the aforementioned date, I visited your store to purchase a month-to-month contract for a home router. The application was successful, and I made a total payment of R651.00 (R531.00 for the router and R120.00 for the SIM card).

However, upon receiving the router, I was unexpectedly informed by the sales agent that the device was restricted to a single registered physical address and could not be used at other locations. This contradicted my intended use case, which I briefly explained to the agent (needing it for remote areas with MTN network coverage, despite having fibre and a pocket router at my home address).

Immediately upon learning this crucial limitation, I requested to cancel the contract before leaving the store. I completed and signed all necessary cancellation documents and was assured that the full amount of R651.00 would be refunded by May 4th, 2025. I received a cancellation reference number via email: ***.

On April 10th, 2025, I received an email stating that my query had been closed. Concerned, I contacted the Benmore store and was informed that their part of the process was complete, and I should await the refund.

To my astonishment, on April 22nd, 2025, I received another email stating that a new query, ***, had been opened. This was followed by an email on May 3rd, 2025, informing me that my bill was ready, with a payment due date of May 4th, 2025.

As of today, May 9th, 2025, I have paid MTN a total of R651.00 at the point of sale. Furthermore, an unauthorised debit order of R295.00 was deducted from my account. This means I have paid a total of R946.00 for a contract that was immediately cancelled and for a service I never used.

I demand the following immediate actions:

A full refund of R946.00 for the initial payment and the unauthorised debit order. Immediate confirmation that the contract has been completely and irrevocably cancelled. I have the cancellation reference number (***) and can provide copies of the emails received as evidence. I expect a prompt resolution to this matter and the full refund to be processed without further delay.