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Georgia B

1 reviews | Active since Feb 2026

03 Feb 2026, 15:16

MTN Has Failed to Cancel Our Contract, Blocked Our Numbers, and Incorrectly Listed Us — After R15,000 Paid

We have had an extremely frustrating and unacceptable experience with MTN regarding the cancellation of our contract.

Despite following the required cancellation process and paying over R15,000 to settle the account, MTN has still failed to properly cancel the contract. As a result:

Our numbers have been blocked, even though payment was made

MTN has listed an adverse (negative) record on our credit profiles, which is completely incorrect

We have spent months contacting MTN via call centres, stores, and support channels with no resolution

We receive conflicting information from different MTN representatives each time

The adverse credit listing is particularly concerning, as it is not justified and has negatively impacted our credit standing through no fault of our own. This is unacceptable, especially after the account was settled.

What makes this worse is the complete lack of accountability and follow-through from MTN. Promises to “escalate” or “call back” are not honoured, and there is no ownership of the issue.

We are requesting:

Immediate removal of the incorrect adverse credit listing

Confirmation in writing that the contract is cancelled

Unblocking of our numbers

A full explanation as to how this situation was allowed to occur after payment was made

This experience has caused unnecessary stress, financial prejudice, and time wasted. At this point, we are seeking urgent intervention from MTN management to resolve an issue that should never have escalated this far.

I would not recommend MTN contracts based on our experience.

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Replies (1)
GB
Georgia B's update06 Feb 2026, 10:42
Reviewer Update
FOLLOW-UP: STILL NO RESOLUTION – MTN CONTINUES TO IGNORE THIS MATTER
This is a follow-up to my original complaint, as MTN has still failed to resolve this matter.
Since posting my review, my husband has:
  • Personally visited an MTN branch this week, and
  • Spent over 30 minutes on a call with MTN support, only for the agent to drop the call without resolving anything.
There has been no meaningful response, no ownership, and no follow-up from MTN despite repeated attempts to engage. To reiterate:
  • The account was settled in full (over R15,000 paid)
  • The contract was meant to be cancelled
  • Our numbers were blocked incorrectly
  • An unjustified adverse credit listing remains on our credit profiles
This negative listing is factually incorrect, has not been explained, and continues to cause serious financial prejudice, including impacting our ability to secure a home loan. What is most alarming is:
  • The complete lack of accountability
  • Repeated promises of escalation that go nowhere
  • Being sent between call centres and branches with no resolution
  • Calls being dropped after extended waiting times
This issue has now been ongoing for months, despite MTN being fully paid. Once again, we are demanding:
  1. Immediate removal of the incorrect adverse credit listing
  2. Written confirmation that the contract is cancelled
  3. Unblocking of our numbers (or written confirmation of final termination)
  4. A formal explanation of how this error occurred after settlement
If this matter is not urgently resolved, we will have no choice but to escalate this beyond HelloPeter, including formal complaints to the credit bureaus, ICASA, and legal avenues if necessary. MTN’s handling of this matter is unacceptable and has caused significant stress, time loss, and financial harm. We are still waiting for MTN management to take responsibility and fix what should have been a straightforward issue.