extreme dissatisfaction

Please allow me to express my extreme annoyance and dissatisfaction that I have received from your call centre agents regarding my account.

Firstly, I have been a loyal customer with MTN since 2002. I was a prepaid customer who then moved over to contract.

All was well and good UNTIL I requested a SIMPLE change of banking details which was done by FNB together with myself personally.

28 June 2018 – FNB submitted change of debit details to MTN 29 June 2018 – confirmation received from FNB regarding change being accepted and that the debit will go off the FNB account on 01/08/2018 14 August 2018 – call to MTN requesting confirmation of change of banking details 14 August 2018 – confirmation received from MTN that the details have been updated 28 August 2018 – SMS received from MTN advising that my account is overdue and payment of R201.71 is to be made to avoid suspension 28 August 2018 – call to MTN requesting clarification why account was not debited and why such an SMS is transmitted 28 August 2018 – confirmation received from MTN that details have been changed and account will be debited on the 31st for R403.42 30 August 2018 – another SMS received from MTN advising that my account will be suspended 30 August 2018 – call to MTN to clarify what is going on and again, I was told that the account will be debited 01 September 2018 – R410 was paid to MTN via EFT because no debit order went off 03 September 2018 – SMS received that my outgoing call facility has been suspended 03 September 2018 – call to MTN to advise that I require the line to be activated as payment was made. POP was sent through to ********** and she confirmed receipt whilst on the phone. She also confirmed that the suspension will be lifted (12:11pm) 03 September 2018 – SMS received from MTN confirming banking details have been updated (12:13pm) 03 September 2018 – line was suspended (around 14h00) 03 September 2018 – call to MTN to request immediate reactivation (14h30) 03 September 2018 – confirmation SMS received

Now, taking from the above, can you kindly confirm what sort of operation is this? How does one call centre agent not make notes on the system? How does the next call centre agent assist the customer when there are no notes on the system?

Why am I, as the customer, being prejudiced by MTN’s lack of updating systems? Why must I be prejudiced because MTN did not debit my account?