LACK OF CUSTOMER ETIQUETTE BY CALL CENTER CONSULTANT AND INCORRECT STATEMENT BALANCE.

On 13 February 2026 at around 09h30, I contacted MFC after reviewing my January statement and noticing what appears to be a double debit of my service fee and AdCover.

My debit order of R3 377 ( on the 30 Jan under credit column ) already includes my instalment, service fee, and AdCover as per the normal monthly process. However, one day later after my debit order date on the statement, my statement reflects that the exact same service fee and AdCover amounts billed again within the same month (31 Jan on the debit column). The balance clearly shows these charges being processed after my debit order had already gone off.

When I called to query this, the first consultant I spoke to was dismissive and ended the call while I was still explaining the issue, mind you he was bickering with me prior to him ending the call as i was speaking. This was extremely unprofessional and unacceptable customer service. Customers should not be treated this way when raising legitimate billing concerns.

After spending nearly an hour trying to get clarity, I was eventually assisted by Dineo around 10h20, who handled the matter professionally and logged a complaint.

this raises a concern that customers must struggle to get explanations for discrepancies on their accounts, and even more concerning to experience such poor customer etiquette from certain consultants. ( i will request for a recording as i have time stamps of the call)

I am still awaiting a proper explanation and resolution regarding the apparent double charge.

I hope MFC addresses both the billing issue and the level of customer service provided.