MTN Incorrectly Flagged “Missed Payments” on My Credit Profile Due to Their Own Debit Order Failure – Still Unresolved

MTN Incorrectly Flagged “Missed Payments” on My Credit Profile Due to Their Own Debit Order Failure – Still Unresolved

I am posting this to document an ongoing and unresolved issue with MTN that has resulted in incorrect missed payment listings on my credit profile, despite the fact that my MTN account has never been in arrears.

Background and facts:

MTN’s debit order system failed on my active account. This failure was not caused by me. Once the debit order stopped processing, I immediately began paying my MTN account manually every month via MTN’s website to ensure the account remained fully up to date.

Because this is an active contract that is still running for approximately another year and a half, MTN has confirmed that they cannot issue a paid-up letter. A paid-up letter is only issued once a contract is fully completed and closed. The inability to provide a paid-up letter therefore does not indicate arrears or non-payment.

Despite this, a “missed / late payment” flag was placed on my credit profile.

What followed:

• I was instructed by the credit bureau to provide proof of address and a paid-up letter • I explained in writing that a paid-up letter cannot be issued because the contract is ongoing • I provided proof of address and offered the full email trail with MTN as evidence • I escalated the matter to MTN Legal (CIM Legal) and copied the credit bureau • MTN acknowledged the case and issued a reference number (27d00d26-1***-ae82-1c7109e8bfb9) • MTN later claimed there were “missed and late payments” for July, September, and October, without addressing the debit order system failure or acknowledging the manual payments made during this period

At no point did MTN dispute that:

Their debit order system failed

I continued paying manually every month

The account was not in arrears

Yet MTN continues to maintain a negative credit listing against my name.

Impact:

My credit profile has been unfairly and incorrectly damaged due to MTN’s internal billing and debit order failures, compounded by poor communication and lack of accountability between MTN and the credit bureau.

Credit records have serious financial consequences. A customer who continues paying monthly should not suffer reputational and financial harm because a company’s system failed and was not corrected.

Current status:

This matter remains unresolved. The debit order issue persisted, manual payments were made in good faith, and the incorrect credit listing has still not been corrected.

Warning to other consumers:

If you are an MTN customer, monitor your debit orders, statements, and credit profile closely. Do not assume system issues will be resolved automatically. Keep proof of all payments made.

This situation is ongoing, exhausting, and entirely avoidable.