INCOMPETENCE AT MTN STORE AT BAYWEST MALL!!

I am currently facing a challenge with MTN at the Baywest Mall branch in Port Elizabeth. Last month I visited the store as per usual to pay my monthly instalment for my contract that I have with MTN but upon payment I faced a challenge with my payment as their machine declined but the amount was withdrawn from my account and debited by MTN. MTN Baywest branch has for some time now had issues with their ABSA machine which was always faulty, there was always an issues when it came to that machine. If it was not the network or at times the machine was ridiculously very slow where we have to keep redoing the payment until it works; one way or another there was always something with that machine. I know this because I always pay at this branch. I remember prior to this that when I was at the branch paying for my contract I said to them they need to change that machine because I have noticed a pattern that every time when I go pay there, if it’s not me , it’s another client complaining about the same issue faces with the machine. Little did I know that it would eventually affect me when I went to pay my account last month on the 15th of September 2023 an amount of R1170 for my contract that i always pay that it would bounce and say declined but withdraw my money from my account. The money was not corrected nor reverses back into my account by my bank and I told them that it’s was withdrawn hence it will not be corrected but MTN has debited the payment. The following morning I visited my bank and got a bank statement that showed that the amount said was debited from my account by MTN , my bank confirmed this for me and then printed out a statement for me to take to MTN and I did just that and gave the consultant I was dealing with my bank statement and outlined it to her boldly highlighted that the is the amount it reflects and was debited by MTN. I have the branch proof that it was debited and they saw this and said they would escalate it and have the matter resolved and they will call me. Weeks and weeks went by no word from the MTN consultants to inform what is happening or at least give me some type of feedback on the matter at hand , to at least show me as their client that they are doing everything possible to have it resolved but to date the matter has not been resolved, almost a month later and I am still battling and battling, waiting and waiting but nobody from the branch has had the decency to contact as they have promised me countless times but this has not happen! I have been the one always going to the branch and enquiring on the matter because this is affecting me and my credit score which is utter nonsense because I have done my part and paid and this is not my problem because I have done my part of paying my dues, a faulty machine is not my problem and should not affect me. I have literally lost track of how many times I have visited the store in frustration for them to fix this but I always get empty promises. My last visit the matter was apparently shared with the MANAGER of the store who apparently just got back from the UK, who then also made a promise to intervene and speak to head office and have this matter resolved, I was promised once again that they will call me but too my surprise yet again NO CALL. This has now been recurring for over a month and I am stuck and unable to pay for the month of October 2023 because they have not resolved my September payment. I have found them to be utterly *********** and have no care whatsoever for their clients. They have made me a fool several time promising to fix this but to date nothing has been done and my account still reflects unpaid for September. For a network as big as MTN , this is unacceptable! I have been with this network now for over 15 years as their loyal customer but I am utterly disappointed at their incompetence; putting my credit reputation at risk like this but I have paid my account!

I am very angry and very disappointed and have a good mind to change my network. I want this to reach whoever it needs to reach at MTN so that they can have this resolved because I have had enough of this!