MTN Cancelled My Contract but Left Insurance Active & refuses to Refund Me

MTN Cancelled My Contract but Left Insurance Active and Refuses to Refund Me

I am extremely disappointed with the service I have received from MTN and the way this matter has been handled.

Last year, after I stopped working, I went to MTN to cancel my cellphone contract. I specifically informed MTN that I was no longer employed and could no longer afford to continue with the contract. MTN processed the cancellation, and I understood that my contractual relationship and the services linked to that contract had been cancelled accordingly.

I was never clearly informed that there was a separate insurance policy linked to my MTN contract that would remain active after the contract was cancelled, nor was I advised that I needed to contact another party or follow a separate process to cancel it myself. I did not independently take out insurance with another company outside of my dealings with MTN — the insurance was arranged in connection with my MTN contract.

This year, money was deposited into my bank account for expenses and arrangements relating to a family funeral. To my shock, money was deducted from my account for this insurance. When I queried the deduction, I was told that although MTN had cancelled my cellphone contract, the insurance had not been cancelled and that it was my responsibility to cancel it separately.

I find this completely unfair and unacceptable. When I went to MTN to cancel my contract, I re**** on MTN to properly advise me about all services and products linked to that contract. If the insurance was not automatically cancelled, MTN should have clearly informed me at the time that it would remain active, explained the implications, and told me exactly what I needed to do to cancel it. This was never properly communicated to me.

I am now being held financially responsible for a service that I genuinely believed had been dealt with when my MTN contract was cancelled. What makes the situation even more upsetting is that the money deducted was intended for important funeral-related expenses.

MTN is now refusing to refund the money, despite the fact that I was never properly informed that the insurance would continue separately after the cancellation of my contract.

I am requesting that MTN urgently investigate this matter, provide me with proof of where and when I was clearly informed that I needed to cancel the insurance separately, and reconsider their refusal to refund the money deducted.

Customers should not be expected to know about separate cancellation requirements that were never properly explained to them, especially where the insurance was obtained through and linked to the same MTN contract they went in to cancel.