Debit Order Issue

On 10 September 2024, I upgraded my contract with the assistance of Lorenzo Godfrey from Cell Network, who helped me online.

On 21 September, a debit order for R919.16 was processed, but it was unsuccessful due to insufficient funds. I have never requested that my debit order date be changed from the 1st to the 21st of the month.

On 1 October, an amount of R1856.66 was debited from my bank account by MTN. This resulted in a double debit that I NEVER agreed upon. As far as I understand, this double debit means I do not owe MTN anything for this month.

However, yesterday (21 October 2024), R886.00 was debited again, and it also failed due to insufficient funds because I NEVER requested this to be debited on the 21st. This situation is causing issues with my bank, and I’m concerned that it’s affecting my credit rating, all due to MTN's error.

I visited an MTN store for assistance, but the staff member wasn’t even interested in listening to my side of the story. Instead, he shifted the blame, saying I should email the complaints department because he wasn’t responsible for the upgrade. He also mentioned that Lorenzo Godfrey had set my spend limit at R1600 instead of R0, which supposedly caused the problem. To make matters worse, the staff member couldn’t even access the system and had to call someone for the password before he could log in to attempt to assist.

The spend limit explanation doesn’t make sense to me, as my invoices for August and September were only debited on 1 October. Additionally, I was charged a penalty for the failed debit order, which wasn’t my fault.

I am deeply disappointed by this experience. I have three contracts with MTN, and this is the first time I have received such poor service. It is very frustrating and disheartening to feel like no one is willing to assist.