MTN Failed to Cancel My Contract – Unauthorised Debit Orders

I had a 24-month cellphone contract with MTN which ended on 27 October 2025.

On 25 September 2025, I contacted MTN to formally give notice of cancellation, well within the required period. During this call, I clearly stated that:

I do not wish to continue with MTN after the contract ends

The number must be converted to prepaid

I do not require airtime or data after the contract period

I was advised that the final debit order would be at the end of October 2025

Despite this, MTN debited my account at the end of November 2025 for R692.58 and loaded airtime and data that I had explicitly declined.

I contacted MTN again on 28 October 2025, where the consultant informed me that although a cancellation was initiated on 25 September 2025, it was never completed by the original consultant. As a result, the contract incorrectly remained active on MTN’s system. This was no fault of my own.

Even more concerning, another debit order of R1,117.66 was processed on 31 December 2025, long after the contract had ended. When I called MTN again on 2 January 2026, I received no clear assistance or resolution, only excuses and being passed around.

I was ultimately forced to reverse the debit order through my bank to stop further unauthorised deductions.

This experience has been extremely frustrating and unacceptable. MTN failed to:

Properly process a cancellation given on time

Prevent unauthorised debit orders

Take accountability for internal system errors

Resolve the matter despite multiple follow-ups

I am requesting:

A full refund of all unauthorised debits

Written confirmation that the contract is cancelled and the number is prepaid

Confirmation that no further debit orders will be processed

This level of service is disappointing and unprofessional.