Refusal to cancel month-to-month deal

I contacted MTN Customer Care to cancel my month-to-month LTE Uncapped Gold data deal. I was informed by the agent that I needed to take the device and all its contents to an MTN store to process the cancellation. I followed these instructions and brought the router, SIM card, charging cable, LAN cable, and the original box to the store.

The store assistant inspected the device, confirmed it was in good condition, and signed a return document, of which I received a copy. I clearly stated that I wanted to cancel the deal. She informed me that a 30-day notice was required, and that I would be billed for one additional month, which I understood and paid.

Despite this, my account is still being debited. When I called Customer Care again, I was told by another agent that I needed to cancel the debit order separately—something that was never mentioned in my previous calls or by the store assistant. I asked the agent to cancel it, but he said he couldn’t and instead gave me another number to call, which never went through.

This process has been unnecessarily complicated. I returned the device in good condition, paid for the additional month, and I was on a month-to-month agreement—not under contract. I am requesting that this deal be cancelled immediately and that the unauthorized debits stop. It is unacceptable that signing up is easy, yet cancellation is made intentionally difficult. Please resolve this matter.