Refusing cancellation of contracts!!!!!

I have been a loyal MTN customer for many years. Last month, I decided to terminate my contracts with MTN early, as I have a total of 7 now, each member of the family having one, and only one is really required.

I expected my usual service level received from MTN, instead received the exact opposite. I generally go to your N1 city branch, and have never had a single complaint. Your contact centre however, appear to lack significantly in this category.

All I wanted was a early settlement quote for my contracts, however, they could not provide this, as I fist needed to tell them which devices I took with each contract. You'd expect MTN to know this right? After which they provided the amounts. Only, I couldn't understand how they got to this amount. Example - My one contract expires 2019-10-23 - I have 6 months left of the contract. I pay R199 per month. So if I complete my term, I would pay R1200. My settlement quote for this contract, is R2334.06 - over R1000 more than I would pay if I completed the full term of my contract, which is in contravention of the CPA:

*Service provider's can only charge a “reasonable penalty” which in terms of Regulation 14(2) of the CPA means that they “may not exceed a reasonable amount”.In other words the service provider is expressly prohibited from charging the full amount owing in respect of the remainder of the contract. Consumer protection regulations states that a reasonable charge may not exceed 10% of the amount you would have had to pay over the fixed term.*

To my knowledge, According to MTN chief customer experience officer, Eddie Moyce, in accordance with the CPA MTN charges the following cancellation penalties for early termination: All unbilled and outstanding invoices at the time of termination (if any). - this refers to the date the consumer submits the cancellation - not the end date of the contract. One month’s subscription. Balance owing on the device.

I have tried several times to get them to just give me a breakdown of how they get to this amount, which they blatantly refused to do and just repeatedly emailed me the same thing over and over again. You are welcome to refer to Contact us Query Contract Enquiry [#71834]. My last communication was on 2019/02/20, 14:30 and my last response:

Again you are avoiding my questions.

This is the exact quote provided before. You are offering no breakdown of the Cancellation fee - which by law you HAVE TO DO. These amounts add up to more than I would pay if I stayed out the full term of my contract - not in line with the regulations specified within the CPA.

If you are not understanding my query or you lack the ability to accurately respond to my questions - please ensure that my request reaches someone that can.

I look forward to your response.

NO response received at all. This is after 6 back and forth emails. I specifically advised that I present training during office hours and cannot always answer my phone - so I prefer communication via email, they insisted on phoning me several times and then claiming to not be able to provide a breakdown of the fees as I don't answer my phone.

I want a breakdown for all my contracts on email - in writing - not rambled off telephonically. Maybe this time road, having to turn to a public platform, I receive some sort of service.

Thanking you in advance.