MTN REFUSING TO REFUND MONEY DEBITED FROM MY BANK ACCOUNT

I had a home router contract with MTN for almost a year, and throughout I had network problems which I reported countless times, however, they never got solved.

In August 2024, I decided to return the router and cancel the contract because I was paying for something I wasn’t really benefiting from. To my suprise, in September and in October, MTN debited monies from my account. I called the store to find out why I was being debited after cancelling the contract and I was informed that the contract was not cancelled and that they will attend to the cancellation of the contract.

On 17 October 2024, I received a phone call from MTN confirming that the contract is now cancelled. I enquired about my refund and I was informed that they would not refund the money into my bank account and that I would have a credit balance with MTN in the event that I have a contract with MTN again. I informed the person who was assisting me that I do not plan on having another contract with MTN after the terrible service I received, and that I would like my money to be refunded back into my bank account as the money they debited was meant for my other expenses and this caused a set back for me. The person I was on the phone with said that there was nothing he could do and that I should contact Head office. I contacted Head office, and I am still not getting any assistance. I keep being put through to different people.

I do not understand why my money cannot be refunded back into my bank account where it was debited from. Seemingly, I am being forced to have another contract with them in order for me to receive my refund, and this is not in line with Consumer Protection Act.

In terms of the CPA, a supplier of a product or service may not use force or manipulate a consumer to enter into an agreement, or to pay for goods or services. I do not want a contract with MTN or anything to do with MTN anymore, and it is not fair for the refund of my money to be on the condition that I enter into a contract with them again. I DO NOT WANT A CONTRACT WITH MTN, I JUST WANT MY MONEY!!!!!

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