MTN DOES NOT CANCEL CONTRACTS!!!

I am submitting this complaint regarding MTN’s continued failure to cancel my contract, the repeated misinformation provided by their staff, and the financial and administrative consequences this has caused me. Despite following every instruction given and engaging with multiple consultants over several weeks, MTN has still not resolved this matter.

Below is a summary of the events:

1. Initiation of Cancellation (9 November 2025) On 9 November, I took out a new fibre contract at the MTN Gateway store. The consultant, Stephanie, assured me that she would initiate the cancellation of my existing contract before processing the new one. Two weeks later, I received a bill for the old contract, proving that the cancellation was never actioned.

2. Contradictions and Misinformation from MTN Staff When I contacted Stephanie, she informed me she was not authorised to process cancellations and instructed me to contact the call centre. Since then, I have made numerous phone calls and visited the store multiple times, yet the contract remains active.

Every interaction with MTN has resulted in contradictory information.

Two weeks ago, Uluthando from the cancellations team assured me that the cancellation had been processed and would take 21 days, yet I received no confirmation and was still billed in November.

Today, I contacted MTN again and was told I “cannot cancel” because my account is suspended — an issue caused by MTN’s failure to cancel the contract in the first place.

Brandon from the cancellations department contradicted all previous information and dropped the call when I questioned the discrepancies.

3. Conflicting Instructions Regarding the Router I have received completely inconsistent information from multiple MTN consultants regarding the router:

Some instructed me to return it.

Others insisted that it belongs to me and should not be returned. This misinformation has added unnecessary confusion to an already difficult situation.

4. ******** Billing and Financial Impact Despite requesting cancellation in November, MTN still debited my account at the end of the month. I reversed this debit because I should not be paying for a service that should have already been cancelled. MTN’s failure to action the cancellation has now resulted in my account being suspended, preventing further cancellation — a situation entirely caused by MTN.

5. Lack of Accountability and Failure to Assist At no point has MTN provided clear guidance, accurate information, or confirmation of any cancellation process. I have been left with no resolution, no clarity, and escalating stress due to MTN’s negligence.