Incompetence service and treatment by MTN

I entered into a contract agreement with MTN Via IStore after purchasing a new phone on the 8th of October 23. The process of application was almost instant or immediately due to the fact that I had positive credit record or profile “it approximately took me less than 7 minutes to get approved after my documents were uploaded and verified”, my positive record dates to since 5years back without missing payments whatsoever.

The my worse nightmare or bad experience was after MTN made a mistake in terms of debit order dates , at all material times all documents submitted cited the 15th of every succeeding month , but for some weird or awkward reason MTN put in the 31st of every month.

Now that meant that ;

On the 15th of October MTN failed to debit my account , days after I made a call and requested a reason and statement , I was told in response to my call that MTN needs at least 15 days prior to submit debit order mandate. Which accordingly to so called MTN campion I only needed to start paying my contract on the 15th of November 23. Weird enough I was never informed that the date reflects the 31st instead of the 15th.

To my surprise, on the 13th of November 23, my services were suspended without notice , I had to call in and to my shocking experience I was informed that I failed to pay my account and before they could reinstate my services , I either have to make payment arrangement or make immediate payment.

Out of frustration I requested reasons and I was transferred to collection or legal section , wherein I was informed that debit order bounced back on the 30th of October 23. I duly disputed that and I also referred the query to IStore and they verified that documents forwarded to MTN reflected and cited that debit order date should be on the 15th .

Same was also verified by MTN consultant and they conceded that indeed there was an error and debit order date will be duly amended and my services were reinstated and on condition that I pay or acknowledge or give consent that they will deduct two instalments.

I gave them a mandate that they deduct the amount outstanding immediately, which was deducted the night of the 14th of November and I further instructed them that they should start taking their instalment from the 15th of November 23.

On the 18th of November 23, nothing from MTN reflected from my statement again , I made a call to MTN addressing my concerns and frustration , most importantly the fear of AFFECTING MY CREDIT RECORD AND SCORE , I was informed that I need not to worry and they apologised that the MTN official was suppose to tell me that it is impossible to debit twice in consecutive days.

AGAIN my services were suspended , upon calling I was told that my account bounced back again on the 30th of November “ I mean what , again the issue of the 30th is still not fixed ??? , now am being told that I need to make double payments in order to get my services reinstated again or arrangement , still my worry is My record and now am dealing with material error from MTN not my part”

Sure my services are reinstated and arrangement to deduct an amount on R3079.00 on the 15th of December 2023 is made in respect of ERROR MADE BY MTN ON DEBIT ORDER DATES. However still MTN is not rectifying the mandate with me or the bank or maybe inform me that I have to pay the amount directly to the MTN Store.

Sure , everything is normal until the 18th of December, when I STILL MAKE A CALL AGAIN TO MTN THAT I DON’T SEE ANYTHING FROM MTN FROM MY STATEMENT , I am then informed I should not worry the debit order went through from their side.

Suddenly my services are suspended again for the 3rd time. I am now told that the Bank declined the mandate due to the new amount,Such information was never STILL AGAIN ADDRESSED TO ME.

What is MORE frustrating is the level of incompetence and unprofessional conduct/ rather the treatment I receive from MTN. Now my record is affected due to missed payments by virtue of errors made not by myself but MTN.

What is worse is that every time I call MTN am being told that calls are recorded , FOR WHAT ? at all material times I was making enquiries and seeking guidance and all I could receive was misinformation or management from MTN.

I made complaints to relevant emails address it’s now weeks without response and even engaged ICASA.

MY HARD EARNED BUILDING AND PROTECTION OF MY CREDIT RECORD/SCORE IS NOW AFFECTED DUE TO MTN & MY RECORD WITH CLEAR SCORE IS AFFECTED

I even lodged Dispute with TransUnion but MTN will not concede to the Mistake in writing which they conceded on record in order for the information rectified on the system

Yours concerned & frustrated

***Thato Rametse