Poor service

Dear MTN South Africa Customer Service,

I am writing to formally lodge a complaint regarding the mishandling of my contract cancellation and the poor service I have recently experienced.

I requested the cancellation of one of my contracts with MTN, but despite following the proper process, the cancellation was not processed on time. As a result, I have now been informed that I will still be billed for the upcoming month due to this delay — a mistake on MTN’s part, not mine.

Additionally, I was shocked to discover that Kamogelo from Direct Digital changed my contract to a month-to-month plan without my consent or even the courtesy of contacting me beforehand. This unauthorized change is completely unacceptable and raises serious concerns about the handling of customer accounts.

When I called your customer service for clarity, the agent who assisted me assured me that she would include me in the email correspondence with Kamogelo regarding this matter. However, I was never copied on that communication, and I remain uninformed about the progress — if any — of this issue’s resolution.

As a long-standing and loyal MTN customer, I am extremely disappointed by this lack of professionalism and disregard for customer care. It is unfair and unacceptable for me to bear the financial and administrative consequences of mistakes made by your team.

I expect this matter to be addressed urgently and for the incorrect billing and unauthorized changes to my contract to be corrected immediately. Please provide me with written confirmation of the actions taken. Should this issue remain unresolved, I will have no choice but to escalate my complaint to the telecommunications ombudsman for further assistance.

I trust that you will treat this matter with the seriousness it deserves and look forward to your prompt response.