Un acceptable MTN behavior

I am writing to formally lodge a complaint regarding the mishandling of my contract cancellation and the continued billing on my account.

My contract with MTN expired on 09 November 2025. I was informed that there was an outstanding final payment required before I could proceed with the cancellation. I settled this amount on 19 November 2025.

Following this, I contacted MTN on 21 November 2025 and spoke with one of your consultants to request the cancellation of my contract. I was assured that the request was processed, and I understand that this interaction is recorded on your system.

Despite this, MTN proceeded to debit my account again in December 2025. I immediately disputed this transaction. However, to date, I am still being billed without justification.

On 18 March 2026, I contacted MTN Legal for clarity and was informed that my cancellation request had been rejected. No clear reason or explanation was provided for this rejection, which is unacceptable.

This matter is now extremely serious. Your continued billing and failure to properly cancel my contract is not only incorrect but is placing my credit record at risk. Any negative impact on my credit profile as a result of MTN’s failure to act appropriately will be held against you.

I require the following to be addressed urgently:

Immediate cancellation of my contract

A full written explanation as to why my cancellation request was rejected

Written confirmation that my account has been settled and closed

Assurance that no adverse information has been or will be reported on my credit record

If this matter is not resolved immediately, I will escalate it without further notice and proceed with legal action to protect my rights and financial standing.

I expect prompt resolution of this matter.