Update to my complaint – MTN Store Process Failure

I would like to provide an update to my original complaint. After months of network issues and escalation with MTN, I cancelled my MTN Home Internet contract (***) and returned the router at the MTN Wonderpark store on 22 February 2026. The store accepted the device and provided me with the completed cancellation documentation. However, after following up again on 16 March 2026, MTN Retentions informed me that the cancellation request was rejected because “no supporting documents were attached” and that I must go back to the MTN Wonderpark store to fix the issue. This is extremely frustrating for the following reasons: I already visited the store and returned the router. The store completed and gave me the paperwork. The cancellation request was submitted by the store. Now MTN is saying the request was rejected because the store did not attach the correct documents. MTN is effectively making their internal process failure the customer’s responsibility. I have already: Returned the device Completed the cancellation forms Provided the documents again via email Attempted to contact the store (no answer) Despite all of this, MTN is still telling me only the store can fix the cancellation, even though the problem was caused by the store not following the correct process. In the meantime, the service remains active and I may still be billed. This situation is unacceptable. A customer should not have to manage internal MTN processes between departments and stores. What I am asking MTN to do is very simple: Process the cancellation based on the documents already submitted. Confirm the cancellation date as 22 February 2026 when the device was returned. Ensure no further billing occurs. I hope MTN can resolve this urgently without forcing customers to repeatedly visit stores to correct internal administrative errors.