MTN Refusing to Close Account Despite Payments and Proof Provided

Complaint Title: MTN Refusing to Close Account Despite Payments and Proof Provided

I am extremely dissatisfied with MTN's handling of my account closure request and the inaccurate billing I have experienced.

On 12 November 2024, I formally requested the cancellation of my MTN contract. At that time, I was presented with a bill of R8,866.22, which was said to include a missed May 2024 debit order. However, that payment was indeed made via debit order.

Following that, I made the following payments to settle the account:

R6,000, and

R1,600, bringing the total payments to R7,600.

Proof of these payments was submitted to both MTN and Nudebt. Despite this, MTN continues to claim that I owe R6,300 and has refused to close my account.

This is unacceptable. I have met my payment obligations and provided all necessary proof. The continued refusal to close my account and the inconsistent billing practices amount to poor customer service and financial mismanagement.

I demand that MTN:

1. Reconcile my account accurately,

2. Confirm receipt of all payments,

3. Close my account as requested in November 2024, and

4. Provide written confirmation of account closure and a zero balance.

Failure to resolve this matter promptly will leave me with no choice but to escalate the issue further through regulatory bodies and consider legal advice.

Sincerely, Saria Gladys Mahlangu BA***64 *** ***