complaint and dissatisfaction as a client

Good day

I am writing this email as a very dissatisfied client so end of September my account was not debited than beginning of October you than proceeded to suspend my account with absolutely no notification and stated my debit order did not go through but all my other debit orders went through somehow yours alone did not go through. On the 08/10/2020 I made payment and got a confirmation email to state my payment was received that was on the 11/10/2020 but somehow you than proceeded to do 3 debit orders on the 12/10/2020 for what reason I do not know as the account was paid already I have confirmation of this on the emails I have attached. Than you send me a bill for your error to pay penalties on the tax invoice you sent me on the 01/12/2020. I sent you an email on the 15/12/2020 which I never received any confirmation of receipt I than sent you a follow up email on the 16/12/2020 still no response not even an automated response.

So today the 17/12/2020 I had to make 3 phone calls to your call center which all left me really unpleased especially the last call. the first call was around after 12 midday and the lady I spoke to was totally useless she did not even bother to confirm my details when I told her I’m following up on my emails as I had not received any confirmation that they were received and she just told me to call *** because in order to assist me she needed a reference number for my enquiry.

Then I called for the second time after 4pmwas with a guy reference number *** he was able to assist me and change my method of payment to debit order but then he put me on hold for about 13 minutes to check why my bill is higher than normal and he then cut my call without getting back to me.

I than call right back at 4:29pm and spoke to a girl reference number *** who was very rude I was querying why my premium is higher first she said she could not access that information, then she checked again and told me that the reason for the amount is for penalties for rejected debits and I told her but there was only one time that I my account was not debited and I did a manual payment than my account was changed to cash without my consent, she told me the system automatically changes the payment method if there is a rejection I told her no one notified me when the payment was being changed and I never gave that consent. In the conversation she told me well I’m not going to answer that question again as I have already told you the system does the change never ever in my life as a client have I received such rudeness at what point are you consultants allowed to speak as they want to clients. This lady is very rude and made me very angry and I am absolutely appalled at the manner your clients are treated by the consultants at MTN this is the worst customer service and the worst part is this is not the first time I have had to be dissatisfied with your service as a client.

I did ask her to escalate my query to her manager.