MTN Making It Impossible to Cancel My Data Plan

I’ve had a month-to-month data plan with MTN since December 2023 and have been trying to cancel it for weeks. I went to multiple branches (Southgate, Three Rivers, and Evaton) and was given conflicting information.

At the Evaton branch, staff member Hilda Chebase told me I couldn’t cancel without the router’s original box and would have to pay R2,500 if I didn’t have it. When I called MTN customer service (Reference: ***), the agent confirmed I can return the router without the box if I sign a form for them to test it. Even after showing this, the branch refused to help.

Hilda even suggested I “take it to another branch so that it becomes someone else’s problem,” which is completely unprofessional. MTN is a nationwide company, yet they’re making it impossible to cancel unless I travel to the original branch with a box I no longer have.

I just want to return the router and cancel the plan as per MTN’s own customer service instructions. This experience has been frustrating, unfair, and poor customer service.