Billing Issues "Promotion Fee"

<p>With much difficulty, last year/ early this year, I renewed my "contract" for a SIM card only package. Approx 4 months ago I started being billed a "Promotion Fee".</p> <p>On August 24th I logged a call whereby I wanted to understand what the "promotion fee" represented. A call was logged and a reference received.</p> <p>On August 27th I followed up the call without success. I was asked to call again "within 2 - 3 working days".</p> <p>One September 5th I called once again and my assessment of the call was that I received a "new" reference number for my troubles with an "escalation" to another department and again I was asked to call again "within 2 - 3 working days". </p> <p>I called again today only to be told that this call now had to be "escalated" again to a further department (credit). It seems the "billing" department's conclusion was that the issue should proceed to "credit". The agent was not in a position to advise if this was an error on the side of MTN or whether this issue has been resolved ie will I enjoy the costs of the "promotion fee" next month? I should also phone again "within 2 - 3 working days" to follow the matter up.</p> <p>My conclusion of the matter is that if the customer does not phone in to check up on the case, it does not proceed any further. I do not understand why it must take the customer to phone in for a matter to move between departments? It seems the process is designed to obfuscate process with the hope the customer will give up.</p> <p> </p> <p>I wonder how many other customer's this is happening to.</p> <p> </p> <p>Extremely underwhelmed.</p> <p> </p> <p> </p>