Re: MTN Account Dispute and Request for Clearance Letter

Re: MTN Account Dispute and Request for Clearance Letter I had an MTN contract that reached the end of its term in 2023. Upon expiry, I followed the required cancellation process by contacting MTN Customer Care and requesting that the contract be cancelled. Two months later, I noticed that I was still being billed. I contacted Customer Care again to confirm that the contract had been cancelled. Despite this, I was billed again the following month. I then contacted MTN for a third time, at which point the consultant advised that the previous agent had only cancelled one SIM card and that I was still being billed, in full, for the second SIM. It is important to note that I never used either of these SIM cards during the contract period, as I continued using my existing number, which was linked to all my personal and work contacts. Since then, I have made numerous attempts to resolve this matter. I visited the Mitchells Plain branch but was informed that they could not assist me and that I needed to contact Customer Care directly. Despite my repeated efforts, I was later billed more than R1,000, which I subsequently reversed through my bank. With my continuous visits and attempts to contact MTN, I then posted my query on Facebook on 4th January 2024, copying in MTN, hoping to get some sort of response from them but no avail. In 2025, I began receiving calls from debt collectors acting on behalf of MTN. During these calls, I explained that I did not have an active MTN account and did not owe MTN any money. On 15 May 2025, an amount of R1,052.95 was once again debited from my account. However, despite this payment, my account has still not been cleared. This matter has now become urgent, as I am currently in the process of selling my property and purchasing a new one. Both transactions are intended to proceed concurrently, but the process cannot continue because I require a clearance letter from MTN. MTN has listed me with the credit bureaus (ITC) for an alleged outstanding account, which is preventing the transaction from moving forward. I subsequently visited the Canal Walk branch, where an agent assisted me by escalating the matter via email to the relevant departments within MTN. To date, the only feedback received is that MTN acknowledges that the account was incorrectly handed over for collections and that the contract was indeed cancelled in accordance with the signed agreement. The agent showed me the system notes, which even recorded the dates on which I contacted MTN to cancel the account. Despite MTN's acknowledgement of these facts, no one has provided a resolution, responded regarding the removal of the adverse credit listing, or issued the required clearance letter. I urgently request that this matter be resolved without further delay, that all incorrect listings be removed from my credit profile, and that a clearance letter be issued immediately.