Horrible service from MTN

For the past few months, -+7 months, MTN has not been debiting my account. As a consumer and an induvial that makes use of my cellphone and its services DAILY, I took it upon myself to manually make payment for my cellphone contracts to MTN. MTN has received every payment I have made manually from January 2024- June 2024, in July, payment was made manually again, however, MTN did not allocate the payment. On the 30 July I call the contact centre as my cellphone lines were all blocked and was assisted by an agent, who sounded like she was irritated with my query. The angen advised payment was not received for July was not receive and that is why my lines were blocked. I advised her that a manually payment was made on the 20th July, she requested for the POP. 2 weeks later, I had to request that the same calls me so that I can receive feedback, she called and advised no POP was received, why did she not call the next day if she did not receive the email. I then forwarded the same email, with the same attachment which was sent to her on the 30th July. I called in after that and was still not assisted. The complaints department totally disregarded everything that was stated in my email. I called the MTN contact centre numerous times after that as my lines were still blocked and did not receive the assistance I required as I was told, “the matter has been escalated”. To date, I have been receiving emails from MTN, threatening that legal action will be taken against me. It is now 1 month later and I have not received any feedback to notify me that my payment has been allocated, yet again, I have to be calling them requesting for feedback.

MTN did not ever call me to advise they were not able to debit my account hence a manual payment was made my side. It is not my fault the payment I made has not been allocated to my account. As a client I find it extremely unfair to call in week in and week out requesting for feedback, which no was given. This has affected my credit score. My complaints email to MTN are ignored the matter at hand is not being addressed.

20th August 2024, MTN went and doubt debited my account, I have reversed the second debit order because the money left my account in July and was not returned. I do not understand how I am the one responsible when the payment for July was made, the proof of payment was sent. This is horrible service from such a big organisation.

Once my contracts with MTN are done, I will never again use any of their services due to lack of professionalism, not putting PAYING clients first and not communicating with clients.

The contact centre and complaints department is of no help and every time I call, there’s a different story. Almost two months later and I am still unable to utilise a service I am paying for. Absolutely ridiculous.