MTN is seriously behind the digital times

I have been trying to cancel my MTN contract since I no longer have any use of it. It is not a cellphone contract. It is a data contract for a ****le. I now have Wifi and I no longer use the ****le so I really do not need this contract any longer.

I sent my original request to cancel on 7 October and I have still not received a response. I have repeatedly tried calling the MTN call centre (135) but I cannot get through to anyone to assist me – the automated voice message asks me to select a number of options, which I did, and after that the call is simply cut off.

I have tried emailing ‘***’ – this is apparently the email address for cancellations but it is suspiciously entitled “retentions”, which leads me to believe that even if you are trying to cancel with MTN, they have no intention of helping you to do so. I have received no response to these email requests.

I have tried calling the direct customer care number ***). I am actually currently on hold at this number as I type this. I have been on hold for over an hour but no one answers.

I have tried cancelling in an MTN store (MTN Nicolway in Bryanston) but was informed by the staff that they are no longer permitted to do cancellations in store.

Honestly, I don’t know what to do now? Should I send them a carrier ***eon with a notice to cancel my contract tied to its leg? This is getting ludicrous. Professionally speaking, I must say that for a telecommunications company, MTN’s customer communication is seriously antiquated. Why can a telecommunications company not have a cancellations request function, for example, available on their website as one would expect in the digital age? Many other telecoms providers have this function. Take this critique from whence it comes – I am a Professor of Communication Science. It really should not be this difficult to do something so simple, especially with all of the digital functionalities that are now available.