Inefficient process and systems at MTN - Account settlement

In March 2020 a friend of our family settled his account with MTN Westgate for an amount of R669. The account was settled in cash and closed. At the same time the account was changed from a contract to a pre-paid account and the same cell number *** was kept.

While applying for a Bond with ABSA he was told that he still owes MTN and has been handed over to their legal department. He has received no correspondence or contact from MTN to notify him of any outstanding payment.

In contacting MTN via email (no response), the called the contact centre who confirmed that the account was settled. However, the Legal team is unable to update their system to reflect that the account has been.

Please can someone help to get this young mans record cleared as it is impacting his ability to obtain a home loan with ABSA!

Ursula/Jared