DON'T USE MTN!

MTN sent me an SMS on 4 December 2019 saying that the debit order system had an error, and that my debit order of 1 December '19 would go off on that same day, the 4th. Nothing happened for days, and on the 10th of December I got another SMS saying that my account was not paid, and that they've suspended my account - oh, and they added a penalty fee here.

I thought that I made a mistake, even though I double checked my SMS. I made a payment immediately via the MTN app as I was prompted, and after almost 12 hours my service was enabled again.

Low and behold the next day - a debit order went off on my bank account - guess who...? MTN, who would have thought!?

I called MTN, but they had no idea what I was talking about. I argued with them forever about the two payments that were now reflecting in my bank statement, a double payment if you will, but no one at MTN had any idea of what to do.

Each time I called, I got a new reference number and the consultant - or service champion as they call it - assured me it would be just a few working days until it's sorted out. The few times I followed up with those reference numbers I was told (way after that amount of working days were over) that the query has been escalated, or that - can you believe it - it showed on their side to be solved. Did my next month's debit order go off thereafter - why of course it did!

NO REFUND HAS BEEN ARRANGED OR CREDIT GIVEN.

Eventually one of the consultants agreed to have me email her the bank statement and the proof of the transaction on the MTN app. Days went by where I heard nothing, I followed up, and she had been off for those days, but they were then attending to my query. I never heard back.

Being completely aggravated by March, I called the service center again and I threatened to cancel my contract if this issue wasn't resolved immediately.

I was very surprised in April when my usual debit order didn't go off, and I thought, wow, you know, I'm not even going to worry about the penalty fee that they've charged me with in December, at least it's sorted out. By the way, there is enough money on the bank account for this transaction to go through.

But, as you can tell by the 1-star rating I'm giving here, this is not the end of my strory. Oh, no!. Hold on to your hat; here's the next bit...

TODAY, on 28 April 2020, MTN has once again suspended my account, because it's "not been paid".

MTN is absolutely, and without a doubt the WORST decision I ever made when I went over to them from another network. I'm now going to cancel my contract.

If anyone has a contact number for me, please let me know.