Appalling customer service and accounting system.

I made a payment arrangement for my account early December that i was unable to keep due to some financial difficulties I had at the time. I then updated my arrears end of January, but only to my surprise that the December 2023 arrangement was still active against my account even after updating my arrears.

I made countless phone calls to the customer service and legal department to have this arrangement nullified as my account was up to date. A few agents told me they would remove the arrangement, only to find out a later that the arrangement was still active. I made countless phone calls wasting valuable minutes of my time, mind you its not easy to get a hold of consultant on the MTN customer care line. I sent numerous e-mails and till this date, my issue has never been resolved and there is no response at all.

I finally managed get through to the legal department and I was told no one could help me accept for the person that took the arrangement (Caroline). when you ask to speak to a supervisor they cut your call or put you on hold until the call cuts or goes to voicemail.

When i finally got a hold of Caroline, she had the audacity to take up a rude tone with me and tell me that I only made the arrangement to get my line activated, and because I did not keep to the agreement, the arrangement would still stand.

I have requested for the recordings of these phone calls plenty of times and both retention and customer care are sending me from pillar to post.

To make matters worse, when ever I make follow up calls, and I ask if there are notes on my account, the agents always tell me no notes were made by the pervious agents.

I started recording all the phone calls I made to the customer care line, but that wont help because no one holds these big organizations accountable.

Its October 2024 and still the December 2023 arrangement is reflecting on my account. I guess they grew tired of my money and the business I gave them over the years.

In my frustration over the situation, I stopped paying for this account. I called last week Tuesday to check if the December 2023 arrangement had been canceled, to my disbelief - the arrangement is still there. I made arrangements to pay all my arrears provided that the Dec 2023 arrangement would be cancelled, to which I kept to on the same day, however when I called the next day, the Dec 2023 arrangement is still reflecting. I spoke to almost 6 agents, from customer care, *****, legal but I still have not received assistance.

The customer service I have received is nothing short of appalling.