MTN ACCEPTED PAYMENT FOR A CANCELLED WIFI CONTRACT – DEMANDING REFUND

MTN cancelled my WiFi contract in November 2025 without my knowledge. I am told that email communication was sent, however I was never clearly informed that my contract had been terminated.

On 21 January 2026, I visited the MTN Birch Acres store, presented my ID, and requested assistance with my WiFi. After checking my details, MTN staff instructed me to make a payment of R295, which I paid in good faith. Billing ***.

What is completely unacceptable is that MTN staff failed to disclose that my WiFi contract had already been cancelled. Despite having full access to my account information, they still allowed me to pay for a service that MTN knew was no longer active.

On 1 February 2026, the WiFi never started working. Only then did I discover that my contract had been cancelled months earlier. This is misleading, negligent, and extremely unprofessional. MTN accepted my money for a service that did not exist.

This situation was entirely avoidable. MTN could and should have explained the cancellation and the correct process before taking my payment. Instead, I was misled and inconvenienced.

I am now being told to return the router, yet I am still waiting for a refund of R295 — money MTN should never have taken in the first place. I will not return the router until my full refund has been processed.

This reflects a serious lack of transparency, accountability, and customer care. MTN must take responsibility and resolve this matter immediately