MTN - Customer Service non existent

MTN is the worst company I have ever dealt with. Requested a refund for over payment on my contact on 22 December, submitted my proof of payment and account confirmation letter as per their request and got a case number. On 24 /12/204 I got an email from their back-office support agent Lindiwe Macekiswana stating my refund was processed and that it will take 7 working days to reflect in my account.

The 7th day was 6/01/2024, I phoned the follow up as there were no funds in my account. I was then assisted Mrwetyana who advised me that my case number was closed and that she will be opening a new case number which I got and had to restart the process meaning I would have to wait another 7 days for my money and then requested a bank statement that reflects my payment which was never asked for by Lindiwe. I even reported them to their ombudsman which sent me an email that MTN has 15 days to respond to my complaint. I then received an email from Mantombi Rikhotso from consumer goods & services ombud stating Your complaint has been sent to the supplier for them to investigate and provide feedback. They are given 15 business days to conclude their investigation and provide feedback. We will provide you with feedback as soon as we received it.

The 15 business days given to the supplier to respond is merely an indication of the timeframe it might take, this can take longer taking into account the circumstances of each matter.

Kindly be advised there is no time frame within which a complaint will be resolved. It must be understood that the process of investigating a complaint is a lengthy and cumbersome process.

On 08/01/2025 I receive an email from Jessica John Specialist Complaints Management stating We are referencing the complaint below, which was received from the Ombudsman. Please accept our office's apologies for the delay in response and any inconvenience this may have caused.Kindly note that the MTN Banking Department has requested the bank statement which reflects the payment. Below are the comments we have received from the Banking Department. “Bank statement reflecting the payment in question must be attached for the refund to be processed into the same account”. I rep**** stating that I have sent my statement and also emphasizing the fact that this claim was way overdue. Up until today no answer as to where they are in the process of refunding my money. MTN and their staff are *********** and has no regard for their customers.