Complaint: Duplicate Debit & No Response to Refund Request

I am extremely dissatisfied with the service I have received regarding a duplicate payment and the complete lack of response from MTN.

On 25 December, my monthly debit order did not go through. To ensure my account remained up to date, I proactively made payment via the MTN app. The following day, the debit order was processed successfully, resulting in two payments being taken for the same billing period.

I immediately contacted the MTN call centre to report the duplicate debit and request a refund. I was advised that a ticket would be logged and that I needed to email my supporting documentation to the MTN back office, which I did promptly.

After following up, I received an email stating that my case was closed, without any explanation and without a refund being processed. When I called the call centre again, the agent confirmed the case was closed but could not explain why. I was instructed to resubmit my documentation, which I did.

Since then, I have followed up multiple times and have received no response at all.

This is unacceptable service. The issue is straightforward, well-documented, and has been communicated repeatedly. It is concerning that such a basic refund request has been mishandled and ignored, raising serious questions about staff training and internal processes.

I am requesting: • Immediate feedback on the status of my refund • Confirmation that the duplicate payment will be reversed • A reference number and clear turnaround time

I expect this matter to be resolved urgently. If I do not receive a response, I will escalate the complaint further.