MTN Home Internet Cancellation disaster.

Dear MTN,

I am compelled to formally document the appalling experience I have endured in attempting to cancel my month‑to‑month home internet package.

When this package was sold to me three years ago, I was explicitly assured that cancellation could be effected at any time. That assurance has proven meaningless.

I first contacted MTN (135) to cancel. I was told to take the router to an MTN store.

I comp****, presenting the router and its box at the store. I was issued a reference number and instructed to call MTN again.

I called, waited endlessly on hold, only to be told they could not assist and would provide yet another number.

I called that number, repeated the entire verification process, and was told again they could not assist.

This cycle repeated until the final agent advised me to return to the store — the very place where this ordeal began.

The process is incoherent, contradictory, and frankly indefensible. Not a single representative has demonstrated knowledge of the correct procedure. Instead, I have been shunted from one number to another, wasting hours of my time, with no resolution.

I requested escalation to a manager. I am still waiting. Perhaps MTN is still searching for someone who actually understands how cancellations are processed.

This is not a minor inconvenience. It is a systemic failure in customer service and a breach of the very terms under which this package was sold. The expectation that a customer must simply accept this chaos is insulting.

I require immediate intervention from a senior manager who can competently resolve this matter. Anything less will confirm that MTN’s promises to its customers are empty and its processes dysfunctional.