Debit order issue and service failure by MTN

Dear MTN Management

In June 2025, I submitted a request to change my debit order to my Capitec account and signed the necessary mandate. Despite this, MTN failed to follow my request and instead debited my Nedbank account on 1 July 2025.

On 1 August 2025, I contacted MTN to advise that no debit order had gone through from either my Nedbank or Capitec account. I had sufficient funds in both accounts to determine from which account the debit would be processed. I was informed the debit order would go off in the evening – which did not happen.

I called again the following day and was told it would be processed “anytime,” yet no debit order went through. Over the following days, I spoke to multiple agents who all assured me that my account was “up to date” and that the debit had been processed successfully. I repeatedly explained that there was no record of any debit order on my accounts, but I was continuously reassured that everything was in order.

On 5 August 2025 at 18:52, I spoke to an agent named Tshepiso (reference number: ***), who confirmed that the payment had gone off and that my account was up to date. I specifically asked her to confirm this because my bank records did not show any such debit, but she still assured me it had been processed.

Today, 14 August 2025, I discovered that my SIM cards have been blocked due to “non-payment.” This is completely unacceptable. I cannot even call MTN to resolve the issue because my calls are blocked. This situation is frustrating, highly inconvenient, and demonstrates extremely poor service.

Your failure to correctly process the debit order — despite my repeated efforts to confirm payment — has now impacted my service and will likely affect my credit profile. I hold MTN fully responsible for this matter. I request that you review all recorded conversations I have had with your agents.

I expect an urgent call from an MTN manager within the next 24 hours. If this matter is not resolved immediately, I will escalate my complaint to the highest authority. I look forward to your prompt response.