MTN Deducting Penalty Fees for a Non-Binding Month-to-Month WiFi Service

MTN Deducting Penalty Fees for a Non-Binding Month-to-Month WiFi Service I am extremely frustrated with the way MTN is handling my cancellation request for a month-to-month home WiFi product that is supposed to be non-binding—something similar to a prepaid service. I have not made any payments for the last two months, which I understood simply meant loss of service (no WiFi access). To my shock, MTN attempted to deduct R4,999 from my account as "penalty fees" due to non-payment. I immediately contacted their customer care team, who instructed me to return the router to my nearest MTN branch with the required documentation in order to cancel the service. I did exactly that two weeks ago, yet I still haven’t received the RN number, which serves as confirmation that the agreement has been canceled. Every time I go to follow up, the branch tells me they haven’t received the RN number from MTN head office. Despite returning the router and following their cancellation instructions, MTN attempted to deduct money from my account again. This is unacceptable. The following needs to happen urgently: 1. MTN must issue the RN number immediately as confirmation of cancellation. 2. All penalty fees must be waived as the product is month-to-month with no fixed contract. 3. MTN must cease all further debit attempts from my account. I demand that this be resolved as soon as possible. I am considering lodging a formal complaint with ICASA and the National Consumer Commission if I do not receive assistance.