MTN ignoring my paid settlement and upgrade request

On or around 12 November 2025, I contacted MTN and was transferred to the Retention Department to request an early settlement for one of my contracts. I was quoted a settlement amount, which I paid within a day or two.

After making the payment, I waited two days and then called Retention again to have the payment allocated and the contract cancelled. During this call, I was assisted by Neliswa. Instead of proceeding with the cancellation, I agreed to apply the settlement amount toward an early upgrade to a 12-month data-only contract. Neliswa took me through the mandatory over-the-phone contract script as part of the process.

However, three weeks later, neither the original contract has been cancelled nor the new upgraded contract activated. I have sent follow-up emails to Neliswa and your online team requesting resolution, but my emails have been ignored.

This is unacceptable. I have paid the settlement amount and fulfilled all requirements, yet MTN has failed to deliver the agreed service. I expect MTN to urgently: 1. Confirm allocation of the settlement payment. 2. Either cancel the original contract immediately or activate the agreed-upon 12-month data-only contract without further delay.