MTN! What a circus!!

In August MTN contacted me to renew my contracts (Router and cell phone). I explained that I was having difficulties with my router and that I wanted to terminate my cell phone contract.

After a discussion it was agreed that the agent would terminate both contracts and open a new contract for a router, and a new contract for a sim card only that would then cost me less than my present contracts and would resolve the technology related issues I was experiencing. By the end of September I noticed that I was now being charged for both the old contracts and the new contracts.

I phoned the call centre who referred me to the store, who referred me to the call centre ... and round and round we went.

On the 3rd of November 2025, I reached an agent who said she had cancelled both of the old contracts. But at the end of November I was again billed for all 4 contracts. On the 1st December I phoned again, and eventually spoke to Ntombifuthi Msibi in the cancellations department. I asked to please speak to a supervisor. She said she would get somebody to call me back. A while later a supervisor returned my call, but as she was a supervisor from a different department she was unable to help me and referred me back to the call centre. I called back to the call centre and I reached Dean Dolf in the cancellations department who explained that in order for me payments on the contracts that should have been cancelled to be reimbursed I would have to contact Rewardsco to do the cancellations. On the 2nd December I phoned rewardsco and spoke to Kayden Govender who said the contract first needed to be cancelled by MTN and then the cancellation confirmation must be sent to Rewardsco so that they could do a credit report and reimburse the money. On the 3rd December I phoned MTN cancellations again and spoke to Sibongakonke Quse. She cancelled one of the contracts but said she could not cancel the other because "there was an open SR that was done by legal and only legal can clear it." She gave me a contact number and email address for legal. On the 4th and the 5th of December I tried to reach someone on that number but both days the call remained on hold for over an hour before dropping. I tried to contact them by email, but received a return message saying the email address does not exist. I tried to reach them telephonically for another 2 days but again the calls dropped after an hour of being on hold.

I am beyond exasperated, frustrated and furious that MTN has so little regard for it's customers, especially since the error on THEIR side, is costing me money that I can't afford!!!