MTN make false promises to resolve issues

I’ve been a MTN customer for about 18 year and my wife is about 16 years or so a customer.

This is about my wife’s account. The debit order goes my bank account. Her 24-month contact came to an end in August 2020. Her normal amount due is a R148. Out of the blue MTN charged us R800+. I was shocked and furious.

We phoned the MTN and logged a dispute. They instructed us reverse the debit order and go to the store and pay the correct amount, which we did.

Then after a week or so, MTN cut off her phone, just like that. We phoned again and spoke to Catherine, which we have multiple references. She promised that everything was sorted out for the next month and beyond.

We phoned again multiple times to confirm that everything is fine, and it was confirmed. We had piles of references and when we quote it, then there is no comments on the system and no one knows of anything.

The first time I phoned was on 1 September 2020 and multiple times after that. Today I saw that there was another R800+ deducted from my account, which should have been R148. I was forced to cancel the debit order again.

I am a long-time client of MTN and we have to decide what to do, as my wife is due for an upgrade. MTN advisers is not talking to each other, do not update the system properly and give false promises to their clients.

I have just spoken to Ncokzo at about 11:30am on 8 October 2020. She now confirmed again that it will be resolved, as she logged it into the correct departments. There is some 20 GB bundle, which we never requested. The reference given is ***. This is the last time I am requesting this.

If they take the wrong amount again, then we have to also consider to take legal action or / and to cancel the contract.