MTN Failed to Process Debit Order, Gave Incorrect Information, Refused Assistance & Now My Services Are at Risk

I am extremely frustrated with the way MTN has handled my account and debit order this month. I have done everything correctly on my side, and yet I am the one who is now stuck without any solution. My debit order always runs on the 15th of every month without fail. This month, MTN did not deduct the funds on the 15th. On 16 January, I contacted MTN to confirm whether they had submitted the debit order and to ask if I should make a manual payment instead. The agent assured me:

The debit order had gone through They were “just waiting for bank confirmation” My account was showing as up to date “There is nothing to worry about”

To avoid issues, I kept the money in my account until 20 January — still no debit order. On 21 January, I called again and was told they were still waiting for a link notification. Meanwhile, my bank already notified me that the debit order failed. This only happened after I used some of the funds on the 20th, because MTN clearly did not deduct the amount on the 15th as they always do. I can confirm:

MTN did not process my debit order on the 15th The money was available in my account until the 20th The failure was caused by MTN’s delay, not by insufficient funds

This has now created a failed debit order that is not my fault. When I asked to speak to a manager, I was told no one can call me back. I then requested for the debit order to be removed so I can make manual payments going forward — I was told I’m not allowed to do that. I asked if I could make an EFT payment to ensure my account is paid before the 1st so that my services and data would not be interrupted. I was told:

I cannot make an EFT MTN cannot accept any manual payment Their system has not registered the debit order as failed or successful Therefore nothing can be done

This means I am now completely stuck through no fault of my own. On the 1st of the month, MTN will not allocate my normal services because their system is still waiting for debit order feedback — and yet I kept the funds available for five extra days, and MTN failed to debit. This is unacceptable. I want the following:

MTN to acknowledge that the debit order was not submitted on the 15th. Removal of the failed debit order from my payment record — with no negative impact on my payment or credit profile. No penalty fees charged to my account, as this situation is fully due to MTN’s error. Immediate allocation of my services on the 1st as normal. Permission to make a manual/EFT payment immediately. A written explanation of what went wrong and how MTN will prevent this in the future.

I should not be penalised or inconvenienced for a mistake I did not make.