account was paid but was told to pay as they don't have it updated on their side

MTN South Africa

I am extremely disappointed with the service I am receiving.

I made a payment of R631.75 to MTN on 28 August 2026 via the MTN App, specifically towards my outstanding account. I have provided proof of payment, and I have also contacted my bank to obtain the official proof of payment confirming that the transaction was successfully processed.

Despite this, MTN is still showing the exact same R631.75 as outstanding and is requesting that I pay it again. To make matters worse, my phone service has now been suspended/disconnected even though I have already made the payment through your app.

This issue appears to be a fault with the MTN App or MTN's payment allocation process, as the payment was successfully made, yet it has not been reflected or allocated correctly to my account.

I have already provided the necessary proof of payment and should not be expected to pay the same amount twice because of an internal system error.

Please investigate this matter urgently, trace the payment, and allocate it correctly to my account. I would also appreciate a clear explanation as to why the R631.75 is still showing as outstanding when it has already been paid and why my services have been disconnected as a result.

Please note that I have also posted this matter on LinkedIn and HelloPeter due to the lack of resolution. However, I am prepared to remove these posts once the issue has been resolved and my account has been corrected.

I have done my part and provided all the necessary proof. I now need MTN to resolve this issue urgently, restore my services, and stop requesting payment for an amount that has already been paid.

Please assist as a matter of urgency.

Kind regards, Mia Joli Hosain