Unresolved Contract Cancellation and Unjust Blacklisting

I am writing on behalf of a 79-year-old grandmother who has approached the MTN branch at Diamond Pavilion Mall in Kimberley on several occasions but has still not received any assistance. As a result, she has now been unfairly blacklisted by MTN due to the apparent incompetence of the store’s staff.

In February 2025, the customer visited the branch to cancel her Wi-Fi contract, as she had not been receiving any Wi-Fi service from MTN. She was assisted by a consultant, "Andre", who confirmed that the contract had been cancelled and advised her that the final payment would be deducted at the end of February.

The customer has now been informed that she has been blacklisted by MTN for alleged non-payment. This is entirely unjust, given the confirmation she received from your consultant that her contract was cancelled and that no further amounts would be due after the final deduction.

We have made numerous attempts to contact the MTN Kimberley store telephonically to resolve this matter, but the contact number listed online rings continuously without being answered.

We therefore urgently require written feedback from MTN Kimberley explaining why the customer’s contract was not cancelled as confirmed, and immediate steps to have the adverse credit listing removed. This blacklisting is having serious and prejudicial consequences for the customer, and we expect MTN to address and rectify the situation without further delay.