Formal Complaint – Repeated Billing Failure and Wrongful Line Suspension

Dear MTN,

I am writing to formally lodge a complaint regarding the ongoing failure of MTN to debit my account, despite sufficient funds being available every month.

This issue has become a recurring problem. Each month, I am forced to contact your call centre to request that the debit be processed manually, which is unacceptable and highly inconvenient. I have fulfilled my responsibility by ensuring funds are available, yet MTN has consistently failed to fulfill its obligation to debit my account on time.

The situation has now escalated to an unacceptable level. My line has been blocked due to non-payment, despite this being a direct result of MTN’s failure to process the debit. This has caused significant disruption, particularly because I rely on my phone for work-related purposes.

I require the following actions to be taken urgently:

Immediate restoration of my line Processing of the outstanding debit without further delay A full investigation into why debits are not being processed as agreed A permanent resolution to ensure this issue does not recur Please treat this matter with urgency. Should this issue not be resolved promptly, I will have no option but to cancel my contract with you.

I expect a prompt response outlining the steps being taken to resolve this issue