Contract Overpayment Refund Nightmare

MTN used to provide excellent service until the experience of canceling my contract. Due to a mistake, an overstated cancellation fee was charged, which resulted in me paying more than what was necessary. After checking my statement and discovering the mistake which was worth more than R5000, my efforts to get a refund have become a nightmare for the past four months.

Instead of finding a suitable solution, MTN consultants either drop calls or transfer me from department to department, which seems to be a common occurrence with customers. Similar cases have been reported in the past, so MTN should have addressed the issue and created a more effective process. During my previous conversation with their representative, my case was denied, and I was asked to provide additional proof of payment and cancellation. However, this information was already available on the system, so it was frustrating to encounter more delays. After complying with their request, I waited for over a month without any response before contacting them again to inquire about any progress. Unfortunately, I was sent back and forth between Retention and Contract departments without any resolutions.

On May 3rd, I received news that my claim was successful, and the refund would be made soon. When I asked about my account information, the consultant informed me that they had everything saved on the system, and I didn't have to worry. It's been five weeks since then, and I still haven't received any refunds.

When I called MTN today, I was informed that they couldn't locate any of my information on their system, and I would have to start the entire process over again. I find it hard to understand why MTN quickly follows up on unpaid bills, yet they make it difficult for customers to receive refunds.