MTN’s Negligence Damaged My Credit Score

The worst mistake of my life was taking a contract with MTN. I took a phone contract that included insurance. Once the contract ended, I did not upgrade — I cancelled everything, including the insurance that came with the phone.

However, I later discovered that the insurance was never cancelled, and two years later, my credit score was severely affected because I was listed as a non-payer for 22 months.

I’ve tried to resolve this issue, but MTN insists that the only way to close the account is to pay the outstanding balance — which I did. Despite making the payment, I still can’t reach the insurance department, my cancellation hasn’t been processed, and my account remains open. To make matters worse, my credit data has not been updated with the NCR, and I still haven’t received my settlement letter to send to ClearScore and Experian.

I am completely defeated and disappointed by how MTN has treated me as a customer. What should have been a simple cancellation has turned into a long, stressful experience that has damaged my credit record for something that wasn’t my fault