Line suspended in May 2018 for a 2017 missed payment I don't know about

I missed April 2018 payment and on the 9th of May 2018 my outgoing line facility got suspended. On the 14th of May 2018 I received a text from MTN stating that I should pay R339 immediately to avoid full service suspension and legal action. On the 19th another text came in stating that my line will be suspended in one day.

I called MTN to find out if the line gets fully suspended after one missed payment. The first lady I spoke to stated that the line doesn't get fully suspended after one missed payment, it gets fully suspended after 3 consecutive missed payments. She then told me that she is not able to explain as to why I'm getting those texts and all she can do is to send me terms and conditions that were amended in 2017. I requested that she sends me my initial contract as I do not remember reading something stating that if I miss one payment my line will be fully suspended. She said she will put me through the billing department and they will be able to assist me with my queries as she's not able to give me answers. Before she put me through, she confirmed that I missed one payment for April 2018, which I should have paid on the 25th of April 2018. My billing date is on the 20th of every month.

When I got through to the billing department I spoke to a lady who also confirmed that I'm a month behind as I have not made a payment for April 2018. As I questioned her about the full service suspension, she stated that it only happens after 90 days (3 consecutive missed payments). I needed clarity on the text I received since I only missed one month. The story changed, she now told me that the reason why I received that text is because I missed a payment in December 2017, I made a payment for January, February and March, therefore I still owing the December payment. I told her that as far as I remember, I did not skip a payment in December and how is it possible that they can update a January payment if they haven't received a payment in December? I did not get a response to that question, instead of giving me a response, all she kept on telling me was that I didn't make a payment in December and that is why my line was suspended. When I asked her to tell me the number of months I'm in areas, she said it's only one month and that was April.

I asked her to send me the proof of all my payments from when I had a contract with MTN, which was in 2011. She said she will, she went silent on me as I asked her questions and I thought she was gone, when I said: "Hello", she said "I'm still with you man, I'm still busy and I'll tell you when I'm done". I patiently held the phone, waiting to hear from her and after a long time of holding, the phone got dropped from her side without a word. When I checked my emails, I found that she sent me an excel spreadsheet with figures that don't make sense to me.

I called again and this time I spoke to a male consultant. I told him about the spreadsheet that was sent to me. He stated that the document should have been sent to me in a PDF format. I told him that I don't understand why MTN is saying I skipped a December 2017 payment in May 2018. If you skip a payment, your line gets suspended, how did they not suspend my line? According to the spreadsheet the lady sent me, the figures from August don't make sense to me as they do not correlate, he asked me to send my receipts so that they can update my payment details. He also agreed that the figures that are there are confusing. I told him that I don't have receipts from last year August. The only reason I changed from being debited by MTN is because I had a lot of issues with MTN double debiting my account for no reason, when I call them they used to tell me that the following month they will not debit and sometimes they will debit more than the agreed amount and tell me that the following month they will debit less.

I do not have receipts for last year from August to December. As far as I remember, I skipped my November payment and in December I made a payment of R678 before the 20th, that was for two months (November and December).

Why do MTN consultants have different information, yet they work for the same company?

All three consultants confirmed that I'm one month behind (April 2018), though second lady said I didn't make a payment for the month of December and the gentle man says he can see the payment I made in December and he says it was in January where I didn't make a payment. I requested for my recordings he told me that recordings cannot be given to clients, I can only go to Court to request for those.

According to your consultants my line has been suspended for the non payment they aren't sure about. One says it's December and other says it's January.