Diabolical service - query ***

I have been an MTN customer since I was at university...more than 20 years ago. Service has typically been okay but I have now come to a point where I am at my wits end.

I changed my bank details in mid-April. I checked the new bank details with the call centre and on the app and they are right. At end April debit order still ran off my old account. I was assured by call centre after this that the details had been changed and so I closed my old bank account in May.

In the first week of June I went in to check whether MTN debit order had gone through new bank account. It hadn't. I phoned in and the consultant advised that debit order returned with message "account closed". They then attempted to run it again assuring me that it would definitely run against new account. I had to phone in again to tell them it still hadn't collected. My account was then cut and I had to phone in and reference my previous interactions to show that I was the one telling MTN that the debit order was not going through. They unlocked by putting me onto arrangement and ran debit order again.

Again it returned saying "account closed". They escalated to banking team. After a week I went into store and the consultant there noted that the escalation to banking team was on red as they hadn't actioned. She emailed the banking team after I had shown her my bank account with all the transactions and all the successful debit orders going through. She told me she would get back to me once the elusive banking team rep****. She did not revert.

I phoned call centre again and they then relogged the Banking team ticket. I wrote to the complaints email address and did not even get a response. For someone desperate to make payment on their account MTN sure know how to roll out the red carpet.

Hopefully somebody from marketing picks this up and manages to do something that noone else has been able to do...escalate so that someone acts!

If anyone picks this up and wants to contact me you can pick up the details on any of these ticket numbers (and this is not even all of them...can't say I didn't try!):

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