Poor Services/ Highly Disappointed & ********* Business Practice

Dear MTN Customer Service,

I am writing to formally escalate my complaint regarding the continued billing on my month-to-month internet agreement after I returned the device and acted in accordance with instructions provided by MTN representatives.

After 15 years as a loyal MTN customer, I am deeply disappointed by how this matter has been handled. I specifically contacted MTN to ensure that I followed the correct cancellation process and was informed by your representatives when to return the device to avoid further charges. I comp**** fully with those instructions. It is therefore unacceptable for the responsibility of additional billing to now be shifted onto me.

Despite returning the device as directed and no longer receiving any service, I have been charged for an additional month under the explanation of a “cancellation notice.” Being billed for a service not rendered — particularly after following MTN’s own guidance — is unreasonable and unfair.

In terms of the Consumer Protection Act (CPA), cancellation of a month-to-month agreement requires 20 business days’ notice, but charges during such a period must be fair, reasonable, and clearly disclosed. A consumer who acts on explicit instructions from the supplier should not be penalised with further charges, especially where no service is being provided.

At no stage was it clearly explained that returning the device on the advised date would still result in an additional month’s billing. Had this been properly disclosed, I would have addressed it differently. Instead, I re**** on MTN’s guidance in good faith.

I therefore request:

Immediate reversal of the additional charges.

Written confirmation that my account is fully cancelled with a zero balance.

A detailed explanation of how billing under these circumstances complies with the CPA.

If this matter is not resolved urgently, I will escalate the complaint to the National Consumer Commission and ICASA for investigation. I will also be warning other consumers about the risk of being charged for services not delivered despite following provider instructions.

I trust MTN will resolve this matter promptly and fairly.