Unauthorised Insurance Debits After Contract Cancellation – No Resolution After 3 Weeks

My MTN contract ended on 3 December 2025, which was confirmed via SMS. When I spoke to an MTN consultant I was told that my 1 December debit was my final payment and that no further debits would go off my account.

Despite this, I was debited R265.70 in January and again in February 2026 for device insurance that was part of my cancelled contract — something I never agreed to continue and was never told would carry on after cancellation.

I have been trying to sort this out since January with no luck. Multiple MTN consultants assured me no further debits would go off. I submitted formal written complaints on 30 January and it has now been nearly 3 weeks with no resolution. I received multiple communications saying the insurance cancellation was being processed — yet on the other side I was told the insurance is still being billed. These communications directly contradict each other and nobody at MTN has taken ownership of this. Is this a delay tactic?

To make matters worse, I was then told to contact Admyntec (MTN's third-party insurance provider) myself to fix MTN's own billing error. I emailed Admyntec on 10 February and have still received no response.

I also want to flag that MTN recorded the cancellation reason as 'Client Doesn't Want Insurance Anymore' — this is completely misleading. I didn't 'cancel' an active service; my contract ended. The insurance should never have continued in the first place, and I never consented to a standalone policy.

I am requesting written confirmation of the following: 1. Immediate cancellation of the device insurance with the effective date stated. 2. My account reflects a zero balance. 3. No further debit orders will be processed, including for March 2026.

My next potential debit date is days away and this needs to be sorted urgently.

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