Non existant security measures

Good day,

I wish to report my utter dissatisfaction with your lack of securing my bank account. A while back I received an sms requesting my permission to instate a debit order for MTN and contacted your offices to enquire on the way forward, as I did not apply for an MTN account. Your consultant at the contact centre guaranteed me that as long as I did not respond to this sms, the debit order would not be instated, which was a lie.

Last month a debit order deduction of R500 went through from my account to MTN, whereas I STILL DO NOT HAVE AN ACCOUNT WITH MTN. I contacted your offices , as well as MTN to get this resolved. The deduction was reversed, but I was informed that I would be charged a fee for reversing.

On Saturday, another debit order went through for MTN in an even higher amount of R 971.50. After numerous unsuccessful attempts to reach someone who could assist (as your customer services lines seems to be faulty), I was only able to speak to a consultant today, who reversed the payment, but again informed me that I will be charged a fee.

Also, according to your consultants they cannot stop these debit orders permanently, as you are only a third party and if the ********** who did this at MTN change the amount, they again have the opportunity to instate the debit order. WHAT NONSENSE IS THIS....!? How can my own bank tell me that they are a third party in this? My account is with YOU, I have no business with MTN, so they are no party in this at all and should have NO access to my account, unless MY bank has verified that I have given permission for such. Also, it is completely unacceptable that you penalise the client and charge me for fees in terms of something that should NEVER HAVE HAPPENED ON YOUR SIDE, had your security systems been in place and effective.I am not prepared to pay these fees. Is it also reasonable for the client to have to bear the trouble and cost of getting this resolved every time, whereas you are responsible to secure my account and whereas your customer care services made it extremely challenging to get through to the relevant people to assist?

I require your urgent response in how you intend to get this matter resolved and how you are going to guarantee that this WILL NEVER happen again.