MTN Incorrect Charges

Hi,

Prior to August 25th, 2023 I contacted MTN to confirm the process to cancel my contract which was due for an upgrade. I was told that I needed to call MTN on 25 August 2023 to process the cancellation.

On 25/08/23 around 8:10am I called to cancel (reference: 1-***5) assuming no additional charges as I comp**** with the timelines for cancellation. However, I was billed an early cancellation fee.

I have been contacting MTN since but to no avail.

On 22/02/24 I visited the MTN centre in Constantia Kloof. I was helped by Alice and Dudu. Alice confirmed that I was misinformed and agreed to process a full refund. However on 23/02/24 I received an email accepting fault but only committing to refund 50%.

I have 2 issues with this: I should not need to pay for something which is not my fault Alice and Dudu acted *********ly by promising me a complete refund and only refunding 50%. Please advise on the way forward.

Thanks, Meera