MTN DOES NOT FULFILL THEIR COMMITMENTS TO THEIR CUSTOMERS

Good Morning , I was debited an amount of R2119 without my knowledge in December 2025. My actual bill is R389. Upon querying it I was given a whole lot of hogwash of which didn't make sense and ********* practice as a business. Sales person not explaining anything when trying to close the sale. I asked for the call recording to be pulled to listen to what was offered ,discussed and agreed upon. I still didn't receive any outcome regarding the unauthorized debit order. I then took the matter up to the Consumer Goods and Services Ombudsman to investigate. I was given a final outcome 2 weeks ago whereby MTN had agreed to pay me back the difference between the R2119 and R389 as a goodwill gesture. Feedback provided by the Ombudsman. I then contacted MTN about my refund and now they refuse to pay it back. They have been giving me the run around. Giving me a whole different story as to why they cannot pay me back bare in mind after making a final decision after a full investigation with the Ombudsman to refund me as a "goodwill gesture" as well as being a loyal MTN customer mentioned in their communication. Goodwill gesture taken back. Loyalty gets you nowhere as you can see. What they say and what they do are 2 different things. How can after almost a year investigating a matter a customer gets a final decision in writing about the FINAL outcome and the supplier then goes and retract its decision when the customer is querying when the funds will be paid. I am highly frustrated , appalled and disappointed in the service from MTN. They are unprofessional and *********. Their sales staff are not trained well enough to sell their products , misleading customers into contracts. They debit your account unnecessarily without being authorized to do so. They do not provide prompt positive feedback on queries. They take forever and a day to respond to a query. They are unclear in their communication. The stuff in their back office merely look at queries at face value and do not question why this query came about. There was only 1 staff member , Amohelang Mokhachane, who picked up their back office staff is confusing my refund with something else and was willing to assist. So if she can pick up that there is no proper channeling and effort in their thought process in queries , Why can't the rest of the team put the same effort ? And why is my refund being held back ? MTN DOES NOT value their customers.