Request for Immediate Resolution: Incorrect Upgrade and Unfair Billing

Here’s a polished, clear, and professional version of your message while keeping your voice and experience intact:

---

I was contacted by the MTN Rewards Team in October regarding a contract upgrade. Unfortunately, the consultant did not consider my actual needs. Instead of upgrading my existing number as requested, she added two additional contracts I did not need. At the time, I appreciated the call because my phone was three years old and giving me problems, but the outcome of that call was not aligned with what I asked for. It felt as though the focus was on selling rather than serving my needs as a long-standing customer.

After thinking it through, I called within my cooling-off period to cancel. I returned the phone and the extra SIM cards immediately. Despite this, MTN continued to bill me for a device and contracts that were no longer in my possession. This felt like exploitation.

I called several times and was told that the first agent should have informed me that billing would continue until the cancellation process was completed, after which I would be refunded. This was never disclosed to me. The process of giving a customer a phone is quick and effortless, yet the cancellation process is long, complicated, and financially burdensome for the client. That is unfair and shows a lack of transparency.

The cancellation was supposed to take 21 days, yet it is now well beyond that timeframe. I called again on 23 December 2025 to express my frustration about being charged for something I do not have. I was told the matter would be escalated, yet another deduction was made.

I am deeply disappointed in how I have been treated and in a process that clearly benefits the company at the expense of the customer. I have been a loyal MTN client for many years—MTN was my very first and only contract provider when I got my first cellphone. This experience has left me feeling undervalued and unheard.

I will not take out a contract telephonically again. I would rather visit a branch in person. Unfortunately, I cannot even do that now because this unresolved debicheck issue is preventing me from taking out a new contract. MTN urgently needs to improve its processes, as the current system disadvantages the customer instead of supporting them.

When you see this, please resolve this asap. I'm tired of calling with no resolution