Ongoing phone issue still not resolved

I am writing to bring to your attention an issue I have experienced with the phone I acquired through MTN. I received my contract on 30th September 2025, and the phone was delivered to me on 2nd October 2025. Initially, the phone worked perfectly; however, on 7th October 2025, it suddenly went dead and would no longer turn on. At the time, the battery was not fully charged but should have lasted me the day.

I took the phone to the MTN Experience Centre and explained the problem. A lady named Charlene or Charmain was very friendly and helpful during my visit, and I appreciate her assistance. After about a week, I was contacted and asked to come in to remove the password on the phone because the technicians were able to turn the device on. I was also advised not to set any password for at least a month.

I drove to the centre to remove the password and waited two weeks to collect my phone. Upon collection, I was informed that the phone had no issues. Unfortunately, after about a month, the same problem reoccurred. my dissatisfaction with the ongoing issues I have experienced with my phone and the service received from MTN. Despite multiple attempts to resolve the problem, the phone continues to turn itself on and off unexpectedly.

I previously visited the MTN experience center where my phone was taken for inspection. After a week, I was informed that no issues were found. I requested a replacement phone due to the persistent nature of the problem, but I was told that MTN no longer provides new phones to customers with device problems.

The problem persists to this day, including the phone shutting off during calls, which is highly inconvenient. Given this ongoing issue and the response from your team, I am very disappointed with MTN’s service.

Therefore, I would like to formally request the cancellation of my service. Additionally, based on my experience, I cannot recommend purchasing devices from MTN.

I appreciate your attention to this matter and look forward to confirmation of my service cancellation.

Sincerely,