Urgent Request for Credit Adjustment and Confirmation of Router Cancellation - Ref: ***

Dear MTN Support Team,

I hope this message finds you well.

In July 2024, I signed up for a month-to-month router service with MTN, and everything proceeded smoothly until I moved from my initial address. I requested cancellation via the MTN call center and was instructed to return the router to an MTN store before my payment date on the 4th of each month.

On September 2024, I returned the router to MTN Cavendish Square, where I was assisted by Ruth. She provided me with reference number *** and advised that someone from Retentions would contact me. Despite waiting, I did not receive any follow-up communication. On October 2, 2024, I reached out to MTN via Facebook Messenger and was informed by KR that I needed an IRMS number (a 7-digit code) from Ruth for the cancellation and was asked to return to the store. I informed KR that I could not return, having already taken time off work specifically to cancel the router.

Weeks went by without any communication from MTN until November 6, 2024, when I was informed that I needed to sign a document to complete the cancellation process. To my surprise, MTN has reported an outstanding amount of R269 on my credit profile. I returned the router in September well before my payment due date, expecting cancellation to be processed promptly.

This lack of follow-through has caused undue stress, and it is clear that there were lapses in handling my case, either at the MTN Cavendish Square branch or within the Retentions team. I am now formally requesting:

1. Immediate removal of MTN's listing on my credit profile associated with this amount. 2. Removal of the R269 charge from my account. 3. Written confirmation that this issue is fully resolved and that my credit profile will be amended accordingly.

Thank you for addressing this matter urgently. I look forward to your confirmation that the necessary corrections have been made to my profile.