Being sent from pillar to post, issue still unresolved

I have been calling MTN, 808 customer number for the longest time, querying why my debit order never goes through. Each time, I get assurance that it will be done next month, and I must make a cash payment in the meantime. I recall calling on August 4th, inquiring on why the debit order hasn’t gone through on the 1st, as agreed. The response was that it does show on the system that the debit order was sent, and it hasn’t received a response, I should rather go make a cash payment. I opted to rather just pay mtn myself, as the debit order wasn’t happening.

Last week, I app**** for finance, and it returned as showing a default with MTN. I then called the MTN call centre to enquire about the debit orders that were failing , and spoke to a Thembeka Hlongwa. She informed me that all my debit orders returned as failed. She also informed me that my last successful debit order was August 2016. I asked how is it possible that my account is up to date, yet all the debit orders were failing and there is no failed debit on my acc. She asked that I e-mail her my bank statement, so that they can prove that there were funds on my acc, when the debit happened. I did, no response. I sent a follow up e-mail, needless to say. there was never a response.

I called the call centre again, as the institution that I was applying at was asking for a letter that states that my account is up to date, and requested the letter. I was informed that a request was sent to some team and I will get it after 48 hours. That was Wednesday, October 18th. I still haven’t received anything.

I called again on 24 October, and spoke to a guy named Manelisi. I told my story again, and he told me that he logged a request with the bank to investigate, ref:1- ********** 520. I asked him about the letter and he transferred me to the retention department. After 30 minutes of holding, the guy I spoke to told me that they only do contract cancellations. That was a customer care job. On the same day, I sent an e-mail to customer care, never got a response.

I wrote a message to the MTN page on facebook, after waiting for many days for responses, they finally said ' as per our billing, the debt order was stopped by account holder from not going through, however you will need to follow up with your bank for further assistance'. i checked my banking, even called the bank, there is no instruction to stop any mtn payments. I responded and attached the proof, no response.

I called again last week, and the person I spoke to told me to go go to an MTN store for the letter. I then decided to go to the MTN head office in 14th avenue, on 16 November. I spoke to the guy at the kiosk, who checked my account and told me everything was fine with it, and sent me to Constantia Park to the credit management team, when I got there, I was told they do not accept walk ins. I explained my situation to the very helpful guy at reception, who called his manager, a lady called Pat, I spoke to her and explained that I just needed a letter that just states that my account is up to date. She walked the guy through the system, and when they proved that my account is up to date, told me that she would deal with the issue when she got to the office today. She asked me to jot down my e-mail address, and phone number and promised to send the letter and give me a call today by 08:30 am. I left there in high spirits.

I called her at 09:30 am when I wasn't hearing anything from her, she promised to call me when she got to the office, she was still at home. 12:45 when there was still no word from her, I called again, and she rejected the call. Needless to say, I still have nothing from sis Pat.

I don't understand why getting a simple, stupid letter is so difficult. its almost 2 months now, waiting for a simple thing such as a letter, my life is at a stand still, cause i can't proceed without it. I don't care about the debit order issue, cause I can continue paying cash, obviously it will never be fixed. how difficult is it to write a stupid letter though?