MTN Ignores Written Agreement, Causes Unnecessary Bank Fees

I am extremely disappointed with the incompetence and unreliability of MTN's billing department. After proactively arranging a new payment date, their system completely failed to honour the agreement, costing me money.

Here are the facts:

On 9 September 2025, I received an email from an MTN representative (Lucian) explicitly confirming that my debit order date had been successfully changed to the 31st of each month.

On 22 September 2025, in complete disregard for this written confirmation, MTN attempted to debit my account for R3,323.00.

As the debit was on an incorrect and unexpected date, it failed. As a direct result, I was charged R18.75 in penalty fees by my bank.

This is not a simple mistake; it is a serious failure in MTN's internal processes. I have done my part as a responsible customer to communicate and get written confirmation, yet MTN has failed to uphold its end of the agreement. I am now out of pocket and have to waste my time seeking a resolution for a problem they created.

How can customers trust MTN to manage their accounts if their own systems ignore confirmed instructions? This experience shows a fundamental lack of respect for customer agreements.