LM
Lihle M
1 reviews | Active since Jan 2026
22 Jan 2026, 20:52
MTN Refused My Timely Cancellation, Gave Contradictory Advice, and Continues to Debit Me After Contract End
MTN refused cancellation, misinformed me, and continues billing despite contract expiry.
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Lihle M's updateReviewer Update
22 Jan 2026, 20:54I am extremely disappointed with MTN’s handling of my cellphone contract cancellation and the misinformation provided by multiple agents.
My contract was due to end in December 2025. Aware of the 30-day notice requirement, I phoned MTN’s cancellations department on 26/27 November 2025 to cancel in time. The agent I spoke to refused to process the cancellation, stating that it was “too early,” despite me explaining that December includes holidays and that the notice period is 30 working days. He advised me to call back on 3 December 2025.
When I called again on 3 December, I was then told the exact opposite — that I should have cancelled on 26/27 November, and that because I was now “late,” I would be charged a penalty fee. This contradiction was entirely caused by MTN’s own refusal to cancel when I initially called within the correct time frame.
I asked to speak to a manager and was told she was busy and that the matter had been escalated. I was then informed there was “nothing that could be done” and that I needed to speak to the original agent who had refused to help me. I was transferred between multiple agents, none of whom were willing or able to resolve the issue.
Eventually, another agent advised me to call again on 29 December 2025, assuring me that if I did so, I would not be penalised and would only pay for any usage. This advice also made no sense, considering I had already tried to cancel in November and December.
Despite all this:
- My account was debited in December because the contract was still active (against my wishes).
- On 29 December, I was told the contract was finally cancelled.
- In January, I received an SMS from MTN stating they would debit my account again at the full contract amount.
- When I called MTN, I was told the contract was still not cancelled and that I would again be charged in full.
This is unacceptable. To make matters worse, the SIM card in question was lost and suspended back in November 2025 and has not been used at all, meaning there has been zero usage — yet I am still being billed month after month.
LM
Lihle M's update22 Jan 2026, 20:54
Reviewer Update
I am extremely disappointed with MTN’s handling of my cellphone contract cancellation and the misinformation provided by multiple agents.
My contract was due to end in December 2025. Aware of the 30-day notice requirement, I phoned MTN’s cancellations department on 26/27 November 2025 to cancel in time. The agent I spoke to refused to process the cancellation, stating that it was “too early,” despite me explaining that December includes holidays and that the notice period is 30 working days. He advised me to call back on 3 December 2025.
When I called again on 3 December, I was then told the exact opposite — that I should have cancelled on 26/27 November, and that because I was now “late,” I would be charged a penalty fee. This contradiction was entirely caused by MTN’s own refusal to cancel when I initially called within the correct time frame.
I asked to speak to a manager and was told she was busy and that the matter had been escalated. I was then informed there was “nothing that could be done” and that I needed to speak to the original agent who had refused to help me. I was transferred between multiple agents, none of whom were willing or able to resolve the issue.
Eventually, another agent advised me to call again on 29 December 2025, assuring me that if I did so, I would not be penalised and would only pay for any usage. This advice also made no sense, considering I had already tried to cancel in November and December.
Despite all this:
- My account was debited in December because the contract was still active (against my wishes).
- On 29 December, I was told the contract was finally cancelled.
- In January, I received an SMS from MTN stating they would debit my account again at the full contract amount.
- When I called MTN, I was told the contract was still not cancelled and that I would again be charged in full.
This is unacceptable. To make matters worse, the SIM card in question was lost and suspended back in November 2025 and has not been used at all, meaning there has been zero usage — yet I am still being billed month after month.