VERY BAD SERVICE

CONTRACT MAFIA

Review of MTN Service – Contract Cancellation

I have had an extremely frustrating and disappointing experience with MTN regarding the cancellation of my contract (BA***, ***-9e86-45e4-9a85-16e1d111d5f3).

My 3-year contract ended on 31 July, and since then I have been sent from pillar to post trying to cancel it. Without my consent, my contract was automatically changed to a month-to-month arrangement. I have sent countless emails and made numerous phone calls to MTN’s customer service, yet my issue remains unresolved.

After weeks of back-and-forth, I was finally assured by Ntombenhle Ngubane that my contract had been cancelled. I was instructed to take the router, along with all its accessories, to my nearest MTN store for the cancellation process to be finalized. However, I was then told that the router “will always remain the property of MTN,” despite it being marketed as a free-to-use device. Now, I am being asked to return the router and all components (power cable, network cable, box, and manual) in working condition before my account can be credited or refunded.

This entire process has been exhausting, time-consuming, and unnecessarily complicated. Instead of assisting me effectively, MTN has subjected me to confusion, conflicting information, and poor service. A simple contract cancellation has dragged on for months, and I still have no closure.

MTN, this is unacceptable. Customers deserve clear communication, efficient service, and respect for the agreements they signed.