Paid MTN R11 497.38 to cancel contacts, today the lines are still active and my money is used for something else, I do not know about.

I am Nonhlanhla Nyembe, I have an issue with the way MTN has handled or failed to handle my request to cancel some of my contracts. I called MTN cancellation last week, Monday the 5th, to get the cancellation amounts for 2 of my 3 lines and was given the amounts as follows:

- Line 1 - R5632.87 - Line 2 - R5864.51

Total paid: R11 497.38

I went to the store to pay and called cancellations again, but the agent I spoke to (Hagashni Naidoo) said I paid incorrect amounts, as on the system, she could only see a credit of about R9000 and the lines cannot be cancelled. She said her supervisor will listen to the call recording, investigate and call me back within 2 - 48 hours. I waited till Wednesday, the 7th and called back. The agent told me that there is a note on the system, but nothing has been done yet. He told me that I would receive a call from Isavani Pillay, who would assist me. I kept on calling every hour, and the agents said she would call me back, but no one called me back.

I called again on Thursday, the 8th and spoke to Kaitlyn Wilfred, who told me that the amounts were incorrect and the money was used to pay for the outstanding amount on my account. She will escalate and come back to me within 48 hours. Yesterday, the 12th, I called again and spoke to Dean Dolf, who told me that nothing has been done to cancel the said lines and also told me that my account was on a credit of around R7000, the money was again used to pay an outstanding what what in my account. He promised me that his supervisor would investigate and call me back. Dean promised to make a follow-up call to check if I was assisted around 13:00. He called (thank you for that) and promised to call again after 16:00, but he didn't call again.

I did my due diligence, I called MTN and followed all the instructions and paid the exact amounts that I was given. I was clear to say that I need to close the contracts because I will not have the monthly cash flow to pay, but I was told that the money was used for something that I do not even understand. I feel like I am in a nightmare that refuses to end.