MTN-incompetence and lack of accountability

I am writing to formally lodge a complaint regarding the ongoing mishandling of my contract payment and repeated suspension of my services, despite multiple escalations and proof of payment being submitted.

On 20 March, I contacted MTN as the store was closed and made an EFT payment to my contract using the Standard Bank details provided by your consultant. The payment was made under reference *** and SR number ***.

On the 25th March I received an SMS stating that the payment was not honoured.I immediately contacted the call centre and spoke to Lindi (ref ***) who requested that I send the proof of payment (POP). I comp**** and sent it to ***, receiving acknowledgement (ref 977b8593-434e-453a-8a7a-6511cb1c0070) and confirmation from Thato Seboka that the payment would be allocated. To date, this has not been done. Since then, I have repeatedly received SMS notifications claiming my account is unpaid, followed by service suspensions. Each time, I have had to call the call centre, resend the POP, and endure empty promises of escalation. I have dealt with multiple consultants including Lindi, Thembelihle Makaeng, Makhosi Nkhoka, Neo, Dillon, Esetwa, Foshia, Mamelo, and others. Despite numerous tickets being logged (e.g., ***) and reassurances that the matter would be resolved, my services continue to be blocked. This repeated suspension of my services is unacceptable. I have comp**** with every request, provided proof of payment multiple times, and yet MTN has failed to allocate my payment correctly. The incompetence and lack of accountability have now impacted my credit score, causing reputational and financial damage. I demand the following: 1. Immediate allocation of my payment to the correct account. 2. Full reinstatement of my services without further interruption. 3. Written confirmation that my account is up to date. 4. An explanation for the repeated failures and assurances that this will not happen again. If this matter is not resolved urgently, I will have no choice but to escalate it further to the relevant regulatory authorities and consider legal action. I expect a formal response within 48 hours.