MTN spokesperson Mthokozisi Ndlovu said they investigated the matter and confirmed that Hailela’s contract was indeed cancelled. 

“We can confirm that the cancellation was processed as requested. The customer’s last invoice was issued on 17 December 2022, with no further invoices generated thereafter.

“The charges raised by the customer pertain to the device’s insurance managed by Admyntec, which requires direct cancellation by the customer. The device insurance is charged and administered separately from the contract, therefore the customer should have informed our insurance partner of his intentions to cancel the device insurance policy.  

“We have contacted Admyntec to determine the status of the insurance agreement and will communicate with the customer to ensure this matter is resolved comprehensively. We will remain in contact with Mr Hailela to address any concerns and ensure a smooth resolution,” said Ndlovu.

He also explained the cancellation process.

To clarify, MTN’s contract cancellation process includes:

• Customers can initiate the cancellation process by calling our Call Centre on 135. Our agents will guide them through the process and provide a detailed breakdown of any costs involved.
• Notice period: We require 20 business days’ notice to process a contract cancellation.
• Possible charges: These may include device costs (if applicable), one month’s subscription, and any remaining usage charges.

SowetanLIVE