MTN’s internal error has cost me thousands — still no refund months later

I am beyond exhausted and distressed by MTN’s handling of my account. In October 2024, I cancelled a contract because I did not want to pay for two contracts. I followed MTN’s instructions exactly: I called to ask how to cancel, was advised to go in-store, paid the full cancellation fee (over R5,000), and then called MTN again to confirm the cancellation. I have proof of payment and call logs showing multiple calls during that period. A year later, in October 2025, I discovered that MTN had never properly cancelled this contract. I only became aware of this after unexplained debit orders started increasing and an MTN agent told me I had two active contracts. This was shocking, as one of those contracts was meant to have been cancelled a year earlier. After weeks of emails and follow-ups, MTN eventually admitted in writing that this situation was due to their internal error — the cancellation was not processed when it should have been. Despite this admission, MTN continued to debit my account repeatedly, including amounts in November, December, and again on 3 January, causing severe financial strain. I have had to reverse some debit orders just to survive, while others could not be reversed. MTN proposed crediting my account, but I clearly and repeatedly stated that I do not want credits. I budget month to month. I cannot afford to have thousands of rands taken out of my bank account and “credited” back to MTN for future use. I explicitly requested a refund into my bank account and provided my banking details. Since then, MTN has largely stopped responding. This situation has dragged on for months, caused significant stress, left me with negative balances, and forced me to consider drastic financial measures just to get through January. MTN was quick to debit my account but painfully slow to fix a mistake they admit was theirs. All I am asking for is: A full refund of all amounts deducted for the contract that should have been cancelled in October 2024 Written confirmation that no further debit orders will be processed for this cancelled contract. MTN’s lack of urgency, accountability, and communication has completely broken my trust. I am emotionally drained and financially affected by something that was never my fault.