MTN line suspension but escalated query has not been resolved.

According to my monthly statement (sent to me via ********** dated 20/03/2018, the total outstanding amount was R78.52. I had been paying my account more than the monthly debit amount… According to my 20/01/2018 statement the total outstanding amount was R-719.48 and my 20/12/2017 statement was R-1318.49.

I had app**** for an early upgrade on 12/02/2018 after paying a fee of R1199 to reference ********** 77.

On Tuesday 27/03/2018, I received a SMS from MTN stating my account is overdue and was instructed to pay R1198.01 to avoid service suspension. Which I ignored and thought they would correct it as this amount was paid to the account for the early upgrade.

Then on Wednesday 04/04/2018 I received a SMS saying my account was overdue and I was instructed to pay R576.53 into their ABSA bank acc nr ********** 150 to avoid suspension. The SMS also stated that my line will be suspended within 2 days. I immediately called and logged a query for which I received the reference number: 1- ********** 8200 at 10:42 on 04/04/2018.

On 05/04/2018 (1 day after receiving the 2 days suspension notification) I realised that my line was suspended at 8am. A SMS was sent at 11:01 telling me that my outgoing call facility has been suspended and that I should pay R576.53 immediately.

I then called them as asked them how they can block my line while there is a query outstanding on the line. After the called I received a SMS saying that I must note that they are in the process of reactivating my services and that I should allow 2 to 24 hours for reactivation. The line was reopened and starting working 8 hours later.

Shortly after I also received a SMS stating that my query has been resolved with reference number: 1- ********** 8200. The SMS stated that I can contact MTN with 48 hours if the problem still persists.

On 10/04/2018 I received another SMS and was instructed to pay R576.53 immediately to avoid full suspension and Legal Action. I then called MTN again to ask what the outcome of the query was and was told that it was moved to another department but I could not find out what was the status of the query as their system was offline. My line was never suspended this time.

I called them again at 16h45 and was told that the system indicates that they are waiting for my proof of payment, but no one had called me to ask me for the proof of payment. I then sent the agent my proof of payment the following morning.

Today 16/04/2018 at 08:00 I noticed that my line has been suspended. I then called MTN and was told the query has been resolved but was awaiting action from the credit management dept. to allocate the credit to the account as per proof of payment.

My fundamental problem is the lack of communication from MTN and the suspension of my line while the query is not resolved. At the end of the end I want MTN to credit my account with all the minutes I spent calling them to unblock my line each time it got suspended and credit my line with the data I would have used during those offline periods on my line based on my historic trend analysis.