MTN Billing Me for a Cancelled Contract & Wrongfully Handing My Account to Attorneys

I am extremely disappointed and frustrated with MTN’s handling of my router contract. I originally signed a 24-month contract, which reached its end. At that time, I instructed an MTN consultant to cancel the contract, and I was told it was done.

For almost two years, MTN has attempted to debit my account without any authorization, despite the contract having reached the end of its fixed term. I never agreed to a renewal, month-to-month continuation, or any further billing. I also received no communication from MTN informing me that the contract was not cancelled or that there were any outstanding amounts.

Now, without resolving the dispute or providing any clarity, MTN has wrongfully handed my account over to Hammond Attorneys. This is unacceptable, especially when the billing is clearly in dispute.

I am requesting the following from MTN: 1. Immediate suspension of the handover to Hammond Attorneys. 2. A full investigation into the cancellation request that was made at the end of my contract. 3. Written confirmation of the contract’s start and end dates. 4. Proof that I authorized any continuation of the contract after the 24-month period. 5. A detailed explanation for the unauthorized debit attempts made over the last two years. 6. Immediate closure of the contract on MTN’s system if it still shows as active.

MTN’s actions violate the Consumer Protection Act, which requires service providers to prove authorization for continued billing and prohibits unfair or undisclosed month-to-month charges.

If MTN does not resolve this urgently, I will escalate the matter to ICASA and the Consumer Goods & Services Ombud.

I expect MTN to contact me within 7 working days with a full explanation and resolution.