From 29 April MTN Query Complaint [#***]

Good day, I am replying to this mail and posting to Twitter to get this resolved ASAP. This is now a follow-on from a previously unresolved issue and now additional fees/interest being charged to my account when it should in fact be a debit. I have called over 20 times, while new query and reference numbers have been opened and closed numerous times. My account was incorrectly debited for over 5 months without receiving the delivery of an upgrade phone. I have been waiting for its delivery since April. After hundreds of emails and calls MTN finally my cellphone was delivered on 17 August. After confirming the upgrade and refund with one of your agents, Mapitso Khosana, MTN refuses to refund the incorrect deductions since May 2020, plus the contract fees continue to be deducted every month. I have since spoken to Nomthandazo Madlala (Ref: ***) and Moses Mncwango (***), and Desmond (***) and etc ... MTN then proceeds to debit the amount R4916.67 for September without any explanation, I have since been trying to get my money back and of course there are promises for a refund without action. Today I received another bill for R721.56 outstanding instead of R421.56 according to our MTN contract - now charging interest for the amount I'm supposed to be refunded. I have been a loyal MTN customer for over 21 years but MTN doesn't recognise loyal customers and this problem is making me want to take it further to get my money back and move providers. Regards, Michael