MTN failed to cancel contract after settlement, misused funds, and listed me while dispute was still under investigation

On 31 January 2025, an MTN call‑centre agent calculated a settlement amount of R7 844 required to cancel my contract. Acting on MTN’s instructions, I paid the amount in‑store. The payment reflected on MTN’s system on 3 February 2025 due to standard banking processing.

Despite receiving full settlement, MTN failed to cancel the contract. Instead, MTN unilaterally app**** the settlement funds to monthly billing without my knowledge or consent. Once the amount was depleted, MTN continued billing, created artificial arrears, issued suspension notices, and suspended my service.

I logged multiple disputes with MTN, each issued with official service request and Siebel ticket reference numbers. Despite these investigations being open and unresolved, MTN proceeded to report adverse credit information.

I only discovered the negative credit listing on 2 April 2026. The listing was made while the matter was still under investigation, which is procedurally improper and ********.

I am currently pursuing formal regulatory and legal remedies, but I am raising this publicly to highlight the ongoing failure to resolve the matter and to seek urgent corrective action: • Backdated cancellation • Removal of adverse credit listings • Refund of the settlement amount • Written confirmation that the account is closed

This experience reflects poor service quality, lack of accountability, and serious administrative failures.