MTN Deducted Money After Confirmed Contract Cancellation

I am extremely frustrated with MTN and their handling of my account.

On 11 October 2025, I called MTN to cancel my contract. I spoke to Mbalenhle Lobese, and during that call, I was explicitly told that my contract would be cancelled and no further deductions would be made.

Shortly after the cancellation, I received the following SMS messages from MTN confirming the process: 1. “Y’ello, you recently engaged with Mbalenhle Lobese at MTN. We’re working on improving our customer experience and we’d appreciate it if you could complete this survey and rate your experience. Please click on the following link to access a short feedback survey. Thank you, MTN. [link]” 2. “Y’ello! Your contract is set to be cancelled on 11/10/2025. An MTN consultant will be in touch to confirm this with you, or you can call customer care on 135. Have a great day!” 3. “Yello Customer!! SR # : ***. Thank you for using MTN” 4. “Yello Customer!! Your Order has been Submitted with Order Ref no: ***. Thank you for using MTN” 5. “Y’ello! You’re now on a prepaid contract. We’re giving you R10 airtime to get you on your way. Please call 135 with any queries. Enjoy!”

Despite all of this, on 1 December 2025, MTN still deducted R515.03 from my bank account. This is completely unacceptable.

I cancelled my contract a month in advance, followed all proper procedures, and re**** on MTN’s confirmation that no further billing would occur. Yet I am now facing an unauthorized deduction and unnecessary financial stress.

I am requesting that MTN: 1. Explain why money was deducted after a confirmed cancellation. 2. Refund the R515.03 immediately. 3. Provide written confirmation that no further deductions will occur.

This is extremely disappointing and unprofessional. I expect urgent action from MTN to rectify this situation.