Bad customer service

Formal Complaint Regarding Account Closure and Paid Up Letter Request

I am writing to formally address a concerning issue regarding the closure of my account and the issuance of a paid-up letter. Despite diligent efforts to resolve this matter, I find myself in a frustrating and seemingly endless loop of communication with various entities.

To provide context, my account with MTN was previously handled by attorneys and subsequently transitioned to VVM. Following instructions from MTN’s Facebook page, I reached out to VVM for information regarding my account status. However, I was informed that VVM no longer manages accounts for MTN and that my account had been transferred to Shapiro Shaik Defries.

Upon contacting Shapiro Shaik Defries, I promptly settled the outstanding amount as per the provided settlement letter, totaling R7409.93. Subsequently, I requested a paid-up letter to confirm the closure of my account, which is standard practice upon settlement of a debt.

Despite numerous requests, I have yet to receive the requested paid-up letter. Furthermore, I am now experiencing harassment from another entity, Saya Recoveries, regarding the same account. This situation is not only distressing but also reflects poorly on the professionalism and efficiency of MTN’s debt management processes.

I recently spoke with Anathi from the accounts department, who confirmed that my account shows a zero balance, indicating no outstanding debts. However, the lack of a paid-up letter and the persistence of harassment from third-party entities have left me deeply dissatisfied with the handling of my account closure.

It is imperative that I receive the requested paid-up letter without further delay to bring closure to this matter conclusively. Additionally, I kindly request that all communication from Saya Recoveries ceases immediately, as it is unwarranted and exacerbates the frustration of an already protracted ordeal.

I urge MTN to take swift and decisive action to rectify this situation and provide the necessary documentation to confirm the closure of my account. Failure to do so may compel me to escalate this matter to the relevant ombudsman for further investigation.

I appreciate your attention to this matter and expect a prompt resolution.