MTN Customer (Non) Care - debited but service suspended

I am a Superflex client, and have been since the launch of this package.

I am happy with everything other than the Cusyomer Care (non) Service of MTN

I HAVE BEEN WITHOUT SERVICE SINCE MY MONTHLY RENEWAL ON 11 NARCH

Despite my monthly renewal being successfully charged against my Bank card MTN suspended my service, sent me an SMS and and Email (Let's fix this payment issue) and I cannot make calls.

It is almost impossible to speak to an actual live human, and when you do they cannot assist.

You call you are on the line forever navigating a Voice Response System. When I eventually git to speak to someone, the response was "I can log the problem for you, but it will take them 48 hours to sort it out and get back to you. I suggest you go to your nearest MTN Store and they can activate your service for you.

Guess what? They can't! Katlego at MTN Kyalami Corner was a delight to deal with, but despite his best attempts could not assist. The system, apparently, only enables them to lift a block (temporarily) on a CONTRACT Account. Superflex, despite having to be subscribed to on a Credit or Debit Card for the monthly payments, is considered a Prepaid Package.

2 minutes after I arrived there, another client with the Identical problem - payment processed but account blocked - arrived.

Katlego called MTN on our behalf, and knew the "shortcuts" of whom to ask to be transferred to after identifying himself as an MTN Employee

It did not help. He experienced the sme frustrations of being made to jump through hoops, not being able to get anyone to understand the issue, and being cut off regularly and having to call back and start again.

That leaves 2 choices.

Choice 1 -deal with Customer Care via email. It takes close to 24 hours to get a response, then despite all information (including your name and cell number and proof of payment) being on the email , you receive a response asking for this information.

MTN - please teach your Agents to read for meaning.

You reply, and wait almost another day, and get the same again - until it is "escalated" and you are told to "expect resolution in 48 to 72 hours"

Choice 2 - follow the link they send you and make another payment for the same service you have been debited fior but not received. You will never get a refund of the double payment - Superflex is considered "prepaid", so you will never get a statement or anything from MTN reflecting that you are now in credit.

That option is clearly a non-starter !

So, payment having gone os my account at 00:23 on 11 March, here I am at 10am on 13 March, still without service and writing a review of non-service