MTN Cancellation Issue – No Feedback for Weeks & R5000 Cancellation Fee on Faulty Service

I am posting here after exhausting all normal support channels with MTN and receiving no response for several weeks.

I had an MTN Home Internet contract on *** which I cancelled due to ongoing network problems including slow speeds, high latency, dropped calls and unstable connectivity. These issues started around 6 December 2025 and I logged multiple support requests with MTN Coverage Helpdesk.

After extensive troubleshooting, testing, and providing multiple speed tests and technical information, MTN escalated the issue to their Area Coordinator (Ref: NQC ***). Eventually I was informed that there was no immediate solution and that I should consider cancellation or another package. 

Based on this feedback, I proceeded with cancellation.

I returned the router device at the MTN Wonderpark store on 22 February 2026, and the cancellation was processed under: • IRMS: *** • Cancellation Reference: ***

However, I was then told there would be a R5000 cancellation fee, despite the following: • The device is older than 24 months • The service issues were acknowledged by MTN support • Cancellation was due to ongoing network performance problems

Since then I have repeatedly asked MTN for clarification and confirmation of the cancellation status, but no response has been received.

Follow-up emails sent without response: • 23 February 2026 – Follow-up on cancellation status and fee • 25 February 2026 – Request for feedback • 26 February 2026 – Second follow-up for response • 1 March 2026 – Asked why the service still appears active after cancellation • 3 March 2026 – Follow-up again requesting feedback

To date, MTN has not provided any response or explanation.

I am simply asking for: 1. Confirmation that the service is cancelled 2. Written clarification regarding the R5000 cancellation fee 3. Confirmation that no further billing will occur

It is extremely frustrating that after months of technical troubleshooting and escalation, MTN now simply stops responding when cancellation and billing clarification is requested.

I would appreciate urgent assistance from MTN to resolve this matter.