Urgent Complaint – Unauthorized Contract Activation on My MTN Account

To MTN Customer Care,

I am writing to formally lodge a complaint regarding an unauthorized contract that has been activated on my MTN account. I did not request, agree to, or authorize this contract, and I demand that it be cancelled immediately.

On 18 June 2025, I contacted your cancellation department telephonically to report this issue. I was assured that a case would be logged, yet I have not received any SMS, email, or confirmation containing the case number or status update since that call.

To make matters worse, this unauthorized contract has now appeared on my June statement, and I am being billed for charges that I never agreed to. Let me be clear: I will not accept or pay for these charges, and I will not be held liable for any amount relating to a contract I did not consent to.

Should this issue cause damage to my credit record, financial standing, or result in any inconvenience or harm, I will hold MTN fully responsible. I reserve the right to take legal action and pursue a formal complaint with ICASA, the National Consumer Commission, and any relevant legal body to recover losses and damages incurred as a result of this negligence.

I demand the following:

1. Immediate cancellation of the unauthorized contract. 2. Removal of all charges related to this contract from my June and any future statements. 3. A formal written confirmation that no penalties will be app****. 4. The case number and a full update regarding the complaint I logged by phone. 5. A thorough explanation as to how and why this contract was added without my consent.

I expect acknowledgment of this email and a resolution within 7 business days.