PLEASE CANCEL MY CONTRACT

Yesterday I called the retentions department which took over an hour for my call to be answered. I spoke to Zanele and asked her to cancel my contract because they are refusing to deliver the phone without my original ID document even though I had explained to them that I was hijacked last weekend and lost most of my belongings with the car (cellphone, laptop, wallet, ID book and drivers license) but I do have a certified copy of my ID and a police affidavit, case number and letter and receipt from home affairs for a replacement ID card. The problem I have is that I urgently need a cellphone as I have a small business to run. The supervisor at the retentions department said they cant deliver the phone to my workplace without an original ID document, which I understand but looking at my situation and the papers I have to prove my case, they were not willing to budge. So I asked Zanele to cancel this contract, together with my existing one because I need to do a swin swap to Vodacom but cannot because the number is still under contract.

When I called in the afternoon to check whether they are done with the cancellation, some guy in the retentions department told me that the contract is still in effect and that Zanele hadn’t done the cancellation as requested and the guy told me that only Zanele can help me with the cancellation, which doesn’t make sense because he could also do it! He then told me that Zanele was still on lunch break and the she would call me back to do the cancellation. I am still waiting for the call back from Zanele.

All I want is to cancel my contracts with MTN and move on to a lesser devil. I guarantee that MTN will bill me on the 14th for a phone they didn’t even deliver then I will have to call them again to reverse the billing and that will take another year to do.

Can you please just cancel the contract! So that I can port my number elsewhere.