MTN's hellish contract cancellation process after it failed be kept its end of the contract

MTN does not deserve even the 1 star 1. Receipt of router and inability to use the service – 11 August 2026 I received the MTN Home Internet router on 11 August 2026. From the outset, I experienced difficulties connecting to the internet. The router indicated that it was “connected without internet.” I conducted a speed test, which reflected a download speed of approximately 3.22 MB/s and an upload speed of approximately 26.5 KB/s. I subsequently contacted MTN Customer Services to enquire about the issue. During the call, I was advised by the MTN representative that there was no network coverage at my location. As the service could not reasonably be used due to the lack of network coverage, I elected to cancel the contract. 2. Return of router to MTN store – 13 August 2026 On 13 August 2026, I returned the router to an MTN store and completed the necessary forms relating to the return and cancellation. I was provided with a reference number confirming the return of the router. At this point, I had returned the equipment to MTN and had taken the necessary steps required from my side to cancel the contract. 3. Cancellation confirmed as initiated by MTN – 14 August 2026 On 14 August 2026, I contacted MTN Customer Services to initiate the cancellation process and provided the reference number that I had received when returning the router at the MTN store. I was advised by the MTN representative that: • the cancellation had been initiated; • the cancellation process would take approximately 21 days; and • I would not incur any cancellation costs, as I had cancelled within the applicable cooling-off period. The representative further advised that MTN might still debit my account, but that I would subsequently be refunded. Based on this information, I understood that the cancellation was being processed and that I would not ultimately be liable for charges relating to the cancellation. 4. Debit order reminder and follow-up with MTN – 1 and 2 September 2026 Despite the above, on 1 September 2026, I received a reminder regarding a debit order on my account. I contacted MTN on 2 September 2026 to enquire about the debit order reminder and the status of my cancellation. During this call, I was advised that it was day 19 of the cancellation process and that I should allow the process to run until Friday, being approximately day 21. This was further confirmation that MTN had a record of my cancellation request and that the cancellation process was allegedly underway. 5. MTN subsequently advised that the contract had not been cancelled – 3 September 2026 Contrary to the information provided to me on 14 August 2026 and again on 2 September 2026, I received an email from MTN on 3 September 2026 advising that the contract had not been cancelled and that I should return to the MTN store where I had returned the router. I visited the relevant MTN store as instructed. I was advised by the store that they had completed their part of the process and that there was now a prorated fee that I was required to pay. I was subsequently advised during further enquiries with MTN that the cancellation had allegedly been delayed because MTN was still waiting for its warehouse to confirm receipt of the returned router. I find this explanation unacceptable. I returned the router to an MTN store on 13 August 2026, completed the required documentation and was provided with a reference number. Any delay in transferring, recording, processing or confirming the router internally is an internal MTN administrative matter and should not be used as a basis to hold me liable for charges or delay the cancellation. 6. Attempted debit for the full amount – 5 September 2026 On 5 September 2026, MTN attempted to debit my bank account for the full amount. This was despite: • the router having been returned on 13 August 2026; • the required forms having been completed; • a return/reference number having been issued; • the cancellation having been communicated to MTN on 14 August 2026; • MTN confirming that the cancellation had been initiated; • MTN advising that the cancellation would take approximately 21 days; and • MTN confirming on 2 September 2026 that the cancellation process was on day 19. I therefore formally dispute the full amount being claimed by MTN. 7. Repeated enquiries, inconsistent information and suspension of services Following the attempted debit and the receipt of multiple statements and payment reminders, I made further enquiries with MTN to establish the status of the cancellation and the amount allegedly outstanding. During these enquiries, I was transferred from one MTN agent to another and was provided with different contact numbers to call. Despite making repeated attempts to resolve the matter, I did not receive a consistent or satisfactory explanation. When I specifically enquired about the amount MTN claimed that I owed, I was advised by an MTN representative that I should make payment arrangements to avoid being negatively listed with the credit bureaus. MTN also threatened to suspend my services if the disputed amount was not paid. The threatened suspension of the Home Internet service was not of concern to me because I had already returned the router and was no longer using that service. However, MTN proceeded to suspend services under my separate month-to-month contract, despite that account being fully paid up to date and not being the subject of this dispute. This was unacceptable and caused further inconvenience. MTN should not have suspended a separate, current and fully paid account in connection with disputed charges relating to the cancelled Home Internet contract. I was also advised that I should make payment while MTN continued to process/investigate the cancellation. I do not accept this position. I cannot reasonably be expected to make payment for an amount that I formally dispute, particularly where the dispute has arisen as a result of MTN's failure to correctly and timeously process my cancellation request. I further dispute MTN's decision to suspend services under a separate month-to-month contract that was paid up to date. 8. Request for an adjusted invoice and verification of actual usage During my enquiries, I specifically requested that MTN provide me with an adjusted invoice showing the exact amount allegedly owed, based on the actual usage of the service. The account/usage information reflects that I used approximately 6 GB of the 500 GB allocated data. I requested that MTN provide an invoice that clearly sets out: • the actual period for which I am being billed; • the actual services provided; • the actual data usage; • any prorated charges; • any cancellation-related charges; • any credits or reversals applicable to the account; and • the exact amount that MTN alleges is outstanding. Despite this request, no one has been able to provide me with a clear and adjusted invoice showing the exact amount that I allegedly owe. Instead, MTN has continued sending statements and payment reminders indicating that my account has been placed in arrears and threatening potential negative credit reporting. MTN has also threatened suspension of services and proceeded to suspend services under my separate month-to-month contract, even though that contract was paid up to date and was not the subject of this dispute. I consider this unacceptable while the account remains formally disputed and while MTN has not provided adequate supporting information to substantiate the amount being claimed. I further require MTN to explain the basis upon which it suspended my separate month-to-month service and to restore that service immediately, if it has not already done so. 9. Formal dispute of the alleged outstanding amount I want to make my position clear: I formally dispute the amount being claimed by MTN. I do not accept liability for charges arising after my cancellation request, particularly where: 1. the service was not usable at the outset due to the lack of network coverage advised by MTN; 2. the router was returned to an MTN store on 13 August 2026; 3. I completed the required return/cancellation documentation; 4. I was provided with a reference number; 5. I contacted MTN on 14 August 2026 and provided the reference number; 6. MTN confirmed that the cancellation had been initiated; 7. MTN advised that the cancellation would take approximately 21 days; 8. MTN advised that I would not incur cancellation costs because the cancellation was within the applicable cooling-off period; 9. MTN confirmed on 2 September 2026 that the cancellation process was on day 19; and 10. MTN only subsequently advised that the cancellation had not been completed due to an alleged delay in confirming receipt of the router at its warehouse. Furthermore, I do not consider it reasonable for MTN to expect me to make payment first and rely on MTN to refund me later when MTN has already failed to properly process the cancellation and has provided inconsistent information regarding the status of the account. I also dispute MTN's decision to suspend services under my separate month-to-month contract which was paid up to date and unrelated to the disputed Home Internet charges.