Formal Complaint Regarding Incorrect Debit Order Processing and Unfair Charges

Dear MTN Customer Service,

I am writing to formally express my dissatisfaction regarding the handling of my contract debit orders.

It has come to my attention that MTN attempts to deduct my monthly contract payment before the agreed payment date. When the debit order does not go through — because it is not yet the due date — I am then charged a failed debit order fee. I find this completely unacceptable and unfair. What makes this situation even more frustrating is that when the payment is supposed to be deducted on the 1st of the month (the agreed payment date), the debit is often not processed accordingly. This inconsistent handling of my account is causing unnecessary charges and inconvenience.

As a loyal MTN client, I expect: Debit orders to be processed strictly on the agreed payment date. No failed debit order fees to be charged when deductions are attempted prematurely. Clear communication and accurate billing practices.

I request an urgent investigation into this matter, reversal of any unfair debit order fees charged, and written confirmation that my debit order will only be processed on the correct due date going forward.

This situation has left me extremely dissatisfied, and I trust MTN will resolve this matter promptly and professionally. I look forward to your urgent response.

Kind regards, Schariska Harmse