MTN momo is a bunch of *******!!

In August I made a withdrawal from my momo account to Nedbank send imali. When I got to the atm, it said the voucher was used. I tried again and same thing happened so I called the call centre to explain what happened and they logged a query.

I called again for feedback and I was told that the voucher was resent. I went to the atm again and it declined, only to realise that it was the same withdrawal number as before so I called again. The agents kept insisting that the money was withdrawn and there's nothing they can do. I asked them to investigate what happened and they said it's out of their hands and I should take it up with Nedbank. I got so frustrated I decided to port my number.

I then went to Nedbank and explained to them what happened. They asked me for some time to check their atm logs. They then came back to me and told me that the money got stuck in the atm when I tried to withdraw so they sent it back to the sender's account. I then asked if it was sent to my momo account and they said they sent it back to the account that made the transaction, which is MTN Momo's account.

After the feedback, I called momo call centre again and Nonhlanhla told me that she can't help me because the account belongs to a man and I am a woman. She was so rude and disrespectful. I had called with a different number because I was no longer on the mtn network and I couldn't call for free so she told me to call using the number in question. I went and bought airtime and used my number and unfortunately I got her again on the line. She rudely asked how come I'm calling and not the owner of the account and I explained to her that when we were registering, we accidentally mixed up the IDs and my number was registered with my dad's ID and my dad's number was registered with my ID. We tried to rectify it and we were told to continue with the accounts as they were. I even asked her why all along it was never an issue, also when I use my bank cards to send money to the momo account I never got asked where my dad is. I told her that my dad knows nothing about what goes on in my account and the answers she's looking for are with me and she told me she can't help me to commit *****, she needs my dad to proceed and hung up on me.

This week I came to visit my parents and I asked my dad to call. He called and authenticated himself then explained to the agent that I'm the one who needs assistance. He gave me the phone and I explained to the agent what happened. He then told me that with Nedbank if the money is not withdrawn within 5 days it goes back to the momo account so he does not believe my story and if this happened in August what took me so long to call, why am I calling now. I tried explaining to him that I've been calling all along with no assistance and after my last call with Nonhlanhla, I decided to wait until I was with my dad because I was told I can't be helped without him. I also told him that these situations are not the same and it's not a matter of the money being reversed due to non withdrawal because the transaction did go through, the money just did not come out. He kept saying I got the money after 5 days. I told him that all I needed him to do is to log a query so that the accounts team could check if indeed Nedbank credited their bank account so that MTN momo could then credit my momo account and he told me what an idiot I am and how this has nothing to do with mtn momo and that the money should automatically be in the account, which did not happen. I told him that this was not automatic, it was done manually since this is a different circumstance to what they usually deal with and he became so condescending, telling me how he understands why the other agents refused to help me. He then told me that he will log it even though he knows the response is going to be the same then put me on the line for 10 minutes and he came back and gave me a reference number that is not loading on the system when I try to follow up.

I just want my money back!