MTN Refuses to Cancel My Contract, Still Billing Me for a Returned Router – No Resolution Despite Complaint

Hello Peter, I am writing to express my frustration with MTN Home Internet and their refusal to cancel my month-to-month contract, despite my efforts to do so.

In April 2025, I returned my MTN router to the Rosebank store as I no longer wished to continue with the service due to ongoing poor performance. Since this is a month-to-month contract, there should be no penalties or cancellation fees — just a stop in service if payment isn't made.

Despite returning the router and receiving no service since then, MTN has continued to send me monthly invoices. I have not paid, and rightfully so — I do not have the device, have not used the service, and I took reasonable and timely steps to cancel.

I lodged a formal complaint on 8 May 2025. On 11 May, MTN rep**** requesting my details, which I immediately provided. Since then, there has been complete silence. No updates. No cancellation. Just continued monthly billing for a service I cannot access.

This is unacceptable and feels like a deliberate tactic to force customers into paying for a service they have attempted to cancel. It shows a complete disregard for customer rights and their own policy on month-to-month contracts.