Almost a month waiting for my R771.00 refund, passed around with no resolution

I am a customer who paid R771.00 to MTN SP Payments on 27 September 2026 for Order *** (placed 21 September 2026). My refund request was logged on 29 September 2026 (Ref: ***). I still have not received my money.

What has happened since:

- I called customer care repeatedly and was passed from one agent to another. Each time I had to explain the matter from the start, with no timeline and no one taking ownership. - I sent a formal complaint email asking for the status, the reason for the delay and a date. I received no meaningful response. - A service request (***) was opened and closed on 13 October 2026 without resolving anything. - I raised the matter publicly on LinkedIn. MTN South Africa asked me to send my details privately, then asked for my proof of payment by email. - I emailed the proof of payment, the payment reference (***) and my proof of account to MTN's escalations address on 15 October and again on 19 October. I sent it three times. - MTN then told me on LinkedIn that their team had not received the proof of payment. They said the matter would be reviewed again and that they would send an update, but gave no date.

I have done everything that was asked of me, more than once. I have spent my own time and resources chasing a company for money that belongs to me, while MTN holds it. Being told an investigation is under way, and having to resubmit the same documents, is not a resolution.

What I am asking for: 1. Written confirmation that MTN has received my documents. 2. A clear reason for the delay. 3. A firm date by which the full R771.00 will be returned to my card. 4. One named person who owns my case.

If this is not resolved, I will take it further through my bank and the relevant consumer and telecommunications regulators.

I would have preferred to resolve this through MTN's own channels, but I have followed every step and I am still waiting.