Month2Month - 5 months and counting to cancel

This company is a horrible money-making **** that trades in false adverti*****ts and is unable to cancel a contract. Don't waste your time and money on MTN - rather take a contract that you have to give 30 days notice to cancel, it will be a quicker cancellation process than MTN.

In December 2023, my then-fiance and I took out the Home Starter Month2Month contract with MTN for home internet. It is advertised as "No commitments, cancel anytime". We knew that we would be moving soon and might not need the internet then which is the main reason why we chose MTN. When we took out the contract we checked with the salesperson and she said it's not difficult to cancel and because it's month-to-month you can cancel any time immediately - you don't have to give notice.

Come June 2024 and we did move to a place where we had internet provided in the rent. So in July 2024, I took the router that's given to you when you take the contract and returned it to the store at Queen's Corner in Pretoria where we took out the contract and I asked them to cancel the contract. The lady at the store said that's not a problem and said the contract would be cancelled. I checked with her if there was anything else that I needed to do and she said no, everything is sorted out.

A few weeks later I get the invoice from MTN. When I called MTN, they then said that the contract was never cancelled. We called the store and they then claimed that they cannot cancel contracts, we have to call the customer care. When we called customer care, they claimed that because we took the contract out with the store, the store is the only one that can cancel it. This lasted MONTHS. My husband and I spent hours going to the store, phoning the store, phoning customer care only to be given the same stories each time. Everyone would either say there's nothing they can do or claim to help and say that they have sorted it out only for us to get invoiced at the end of the month and then discover that the contract was never cancelled. MTN has now taken fees for 3 months of services that they did not provide me (as I had already returned the router so had no access to the service).

Finally, one consultant told me to cancel the debit order from my bank as she didn't think that MTN would be able to cancel the contract in time. I did that but now MTN sends me frequent SMS's threatening to take legal action for non-payment.

In November I finally got tired of this back-and-forth with the store and customer care so I wrote to the complaints department. They took about a week before they responded and then they asked for the IRMS number. I sent it to them and they never rep****. When I emailed again about two weeks later to check on the progress, a different consultant answered and asked for my account information. Again, when I sent it to her, she never rep****.

I have just received the invoice for December - on a month-to-month contract that I cancelled in July!

Everybody that I have encountered at MTN during this process has been incredibly *********** and unhelpful. I have spoken to so many people in different departments and nobody seems to be able to do the simple task of cancelling a contract. They are very happy to charge me for services that they are not rendering and nobody is willing to do anything about it. We are very disappointed in MTN, will never use their services again.