Unacceptable Contract Cancellation Process and Billing Without Consent – MTN

In my honest experience, even a one-star rating feels generous when it comes to MTN. While opening a contract is quick and easy, cancelling one is unnecessarily difficult and frustrating.

The cancellation process feels deliberately obstructive, with irrelevant or inconsistent verification questions that often do not align with accurate customer information, seemingly used to invalidate cancellation requests. In addition, during cancellation calls, consultants often shift the conversation toward persuading customers to take on new contracts, rather than properly completing the cancellation process. This raises serious concerns about professionalism and ethical conduct.

I am extremely disappointed with the level of service provided. I initially submitted a cancellation request in November and assumed it had been processed successfully. However, I recently discovered that my contract was never cancelled and had instead been converted to a month-to-month arrangement without my request or consent. As a result, I have potentially been paying for a service I did not knowingly authorise for several months.

What is further concerning is the inconsistency in communication: MTN is able to contact me easily when it comes to contract renewals, yet my cancellation request was allegedly declined or ignored, and follow-ups were made using outdated or non-functional contact details.

This experience has left me extremely dissatisfied, and I urgently require proper resolution and confirmation that my contract has now been fully cancelled.