MTN Refuses to Cancel Contract - Debits Continue, No Response, Collections Harassment

I contacted MTN on 31 January 2025 via phone to cancel my contract. I was debited again in February, which I understood as part of the 1-month notice. However, I was debited again in March, April, and May — despite repeated attempts to follow up and stop this.

I called the MTN call centre multiple times to request the call recording of 31 January, which would confirm my cancellation. I was told it would be sent to my nearest branch (Tygervalley) within 48 hours. A week later I went there — no recording. A consultant assisted and emailed again, saying it would take 72 hours. I followed up via email twice — no reply at all.

I have now reversed all ******** debit orders, and now MTN’s collections department is harassing me for arrears that are entirely caused by their failure to cancel the contract.

I have spent a significant amount of time on the phone with the call centre, made multiple trips to the Tygervalley branch, used my own airtime, petrol, and billable time - I am professional who charges by the hour and MTN's incompetence is costing me money.

I am now escalating this to The Telecommunications Ombudsman, ICASA, The CGSO, The National Consumer Commission and I will also not hesitate to place this on social media platforms.

This is an entirely avoidable issued that MTN has failed to resolve despite every effort on my part.

I demand as follows: 1. Immediate contract cancellation confirmation, 2. Reversal of March-May charges, 3. Written proof that no balance is owing, and 4. The harassment from the collections stop with immediate effect.

This is unacceptable and I wont stop until this is rectified.