MTN refuses to cancel my contract and is *****ing my money monthly by refusing to cancel my contracts when I call in

MTN is refusing to cancel my contract and refund money they essentially stole from me. I went in to the MTN store at Somerset West Mall in November 2025 after my contract had ended and I was told that they cannot cancel my contract in store and I have to call 135. I did this, called in, requested cancellation of my contract which had ended, the agent tried to sell me all sorts of things but I just wanted it cancelled. He then proceeded to let me know that he was having some system issues but would make sure the cancellation was completed , he assured me that the manager was involved and they would get it resolved on their side. 20minutes after my call I got an sms saying my cancellation had been submitted. I then get my bill for December and nothing has been cancelled so I call in AGAIN and I’m told that the previous agent did not complete cancellation but that the current agent will do so. And once again I receive sms alerting me of the cancellation and then at the end of December I get charged again. Nothing has been cancelled. So I call in again in January and once again I’m told the same thing. At the end of January, once again I get charged. So now I’m in the process of having this escalated to ICASA but I need to give MTN a chance to resolve the complaint before I can do so. I email the customer care team with all the details of my complaint and make sure to let them know that in 14 days if I’m not refunded and the contracts cancelled I will escalate this to ICASA. I then receive a response from customer care telling me they can see my cancellation but that the agents never closed it therefore my cancellation was not completed. Despite me having called in multiple times to request this.

It’s clear that this is a way to milk customers of funds after their contract comes to an end.

Today I received the invoice for Feb. Nothing has been cancelled and I’m still being charged. I sent an email to MTN and I was advised that I’m liable for this bill because my contracts are still active and were not cancelled.

How am I supposed to do that if I cannot cancel in store. I cannot get it cancelled when I call in either.