Debit Order Details Changed but MTN changed my account to cash

have been an MTN customer for more than 15 years, but my recent experience has been extremely disappointing.

A few months ago, I changed my bank account from Standard Bank to Investec. Since then, I have been trying to update my MTN debit order details. For the past three months, I’ve contacted MTN multiple times, and every time I was assured that my bank details had been updated. However, the debit order continued to go off my old Standard Bank account.

Now, I have been informed that MTN changed my account to cash payment two months ago — something I never requested — and as a result, I’ve been billed a huge amount and my account is now showing as if I’m a bad payer. This is completely unfair and inaccurate.

To make matters worse, when I tried to resolve the issue over the phone, your consultant abruptly put the phone down in my ear.

After being a loyal customer for over 15 years, this level of service and disregard for customer experience is unacceptable. I am extremely disappointed and will be taking this further if the matter is not urgently corrected.

I expect:

1. Immediate correction of my payment method to reflect my Investec account.

2. Removal of any “bad payer” status or penalty charges caused by MTN’s error.

3. Written confirmation that my account is in good standing.