Urgent Complaint Regarding Failed Contract Cancellation

I am writing to formally express my deep disappointment with the service I have received regarding my attempt to cancel my month-to-month data product, which I was informed could be canceled at any time.

I initially requested cancellation in December 2024. Following the instructions provided by your call center agent, I visited the MTN store at Mams Mall to return the router. On my first visit, I was informed that the system was down, and the staff could not assist me.

I returned to the store in the first week of January 2025 to complete the process. At that time, I filled in the required forms and was assured that my cancellation had been processed. However, upon calling today to confirm, I spoke with an agent who took my details, placed me on hold without explanation, and transferred me to another agent. I was then informed that MTN Mams Mall failed to send my cancellation documents, meaning the process was never completed.

This situation is unacceptable. I followed all instructions and took multiple steps to cancel the service, only to encounter delays caused by MTN's inefficiency. I will not be paying for the January service because the failure to process my cancellation in a timely manner is entirely due to your system and staff.

I request the following actions be taken immediately:

Backdate my cancellation to reflect my initial request. Provide written confirmation that my cancellation has been processed. Remove all charges for January 2025 from my account. A formal apology for the inconvenience and mismanagement of this process. If this issue is not resolved promptly, I will escalate the matter to the relevant regulatory bodies for further assistance.

Please respond urgently to confirm resolution.