MTN Charged Me After I Cancelled My Contract

I am lodging a formal complaint regarding the manner in which MTN has handled my contract cancellation, payments and billing.

My MTN contract ended in May 2026. At the time, my line had been suspended because there was an amount in arrears. I paid the outstanding amount in full towards the end of May 2026.

After settling the arrears, I contacted MTN to cancel my contract. During the process, I was persuaded to take an airtime/data contract instead. I agreed, and I was told that the application was awaiting approval. MTN never came back to me with the outcome. I therefore contacted MTN again to proceed with the cancellation.

I was then told that I had to give MTN a one-month grace period and that I needed to pay R300. I agreed to this and paid the R300 in full on 22 July 2026.

MTN had therefore received the R300 that they told me I needed to pay. Despite this, MTN still attempted to debit my bank account on 25 July 2026, three days after I had already made the payment. MTN should have updated its records and stopped the debit order once my payment had been received.

I have now received an SMS from MTN claiming that I owe approximately R98 and threatening to suspend my line.

I strongly dispute this amount. I do not owe MTN the R98 being claimed. I paid the R300 that MTN specifically told me was required, and I made that payment on 22 July 2026. I therefore want MTN to explain, with a full and itemised account statement, exactly where this additional R98 has come from and what it is allegedly for.

I am extremely dissatisfied with the way this matter has been handled. I have made the payments that MTN instructed me to make, yet MTN continues to present debit orders and now claims that I have another outstanding balance without providing any clear explanation.

I feel that I am being unfairly charged and repeatedly put under unnecessary financial pressure for an amount that I do not understand and do not accept as owing. I require MTN to provide documentary proof and a complete breakdown of the alleged R98, rather than simply sending me an SMS threatening suspension.

I request that this matter be investigated and that MTN be required to provide a clear explanation of the alleged amount, correct its records where necessary, and confirm in writing the true status of my account and cancellation.

I have proof of my R300 payment made on 22 July 2026 and can provide it as evidence.