I NEED FEEDBACK

The below review was written on the 7th of July 2022 til today I haven’t gotten feedback and now on the app the bill outstanding is more than 5k. How? I’m still waiting for someone to resolve the below issue before we can continue with business or else I’ll be left with no choice but to report to the ombudsman

Their network is really bad especially when there's loadshedding, it's just a nightmare. For the past week I've been on no service I can't even chat to family and friends. That's just a tip do the iceberg, there's a major issue I'm having hence I came here to hello Peter. So I did not pay for my contract right, then I called to make payment arrangements. On the 29th of April I made a payment, they never gave me any confirmation that they received it. Okay fine, now on May I couldn't pay due to financial issues I was facing I asked them to rather pay sometime in June, now in June on the 28th I paid an amount of R1292.83 which is an amount I was advised by an agent to pay after I called to make an arrangement. The agent said I owe MTN R+3000 but far as I know I was only 2 payments behind and combined they don't even amount to R3000. Okay I let it slide. Fast forward to recently, 3 days ago, I called to follow up on the payment I made on the 28th of June 2022, I spoke to Nqobile Tshabalala, she was okay, I told her I had paid and sent her the proof of payment, she didn't come back to me, I called again and spoke to Kwanele Mkhize and told her everything, what shocked me is that she said my last payment was in December 2021😠😠😠haibo, njani????? But she said she refreshed her system after noticing that I was shocked, I told her I've been paying and onlyissed the may premium which I have already paid for, she also asked for the proof of payment, I sent it to her and this was 3 days ago. Til today I haven't gotten feedback. Okay I decided to call in, some agents just have bad reception, they are breaking I had to ask them to transfer me to someone with better connection and they did, spoke to a lady, we were talking perfectly fine in English and she decided to switch to Xhosa for whatever reason, who said I'm comfortable talking in Xhosa????? There's a reason why I introduced myself and addressed the matter in English. But anyways, she couldn't get her story straight I told her I paid and she kept putting me on hold, we spent almost 15mins and still there was no solution. She said she's transferring my call to the credit department, she placed me on hold and 30secs later the line disconnects, they never even call you back to assist but only when they want you to pay for services you don't even use because they block your connection they call non stop. Anyways, I called back again, asked to be put to the credit department, but the lady I was transferred to was also breaking and she just kept quiet there and said nothing til I disconnected the call and came here to hello Peter.

Now I have questions. 1. Why does MTN terminate my services when I miss payment and still charge me for the services they have terminated. For example, I pay for month 1 right, then month 2 they don't get any payment from me and they still give you the data and all of that but they terminate my services. Now why give me data and prevent me from using it? Worst part is they still charge you the full amount of the contract even if they kept your services terminated for +10 days. 2. It takes 3 working days for payments to reflect on your side, why hasn't my payment reflected yet?( This was made on the 28th June 2022 with the proof of payment sent to 2 agents). They said they will allocate it but they just didn't, I'd like feedback as to why they never allocated that payment and why they never gave me feedback.

Whoever is going to call me will have to be ready to answer those questions I don't know what your turnaround time on complaints is but I know 3-7 working days is more than enough. So I will be waiting for your call and please ensure whoever will call me to get this resolved is a well informed agent who won't have to place me on hold all the time and have bad connection, this is the client's money we are talking about and it has to be taken seriously. I'm crying for help and clarity so please help me and turn this nightmare into something good.