MTN-Making me pay for nothing so I'm Going! 'Pay as you Go!'

<p>I purchased airtime using my online banking app early this morning. Upon processing, an error message popped up and I was prompted to try the purchase again. Upon my second attempt, another message popped up indicating that there was no response from my service provider. </p> <p>I called Customer Service (173) at least 6 times, battling to get hold of an agent as the Voice prompts are all automated with no option to communicate with a fellow human being. I eventually went online and discovered that if I chose the sim swop option, I would get a prompt to connect to an MTN Champion. I tried this option and was put through to a lady that has no interest in even answering my greeting respone of "Hello how are you?" She had no Customer Service at all. I explained what happened and she told me that I had to go the bank, request a statement and fax it through. Why would i want to spend more time and money trying to rectify MTN's error? I responded, asking if I could please send her a screenshot of my online banking showing the two deductions clearly. She sarcastically responded with deliberately speaking slowly indicating the words 'No...You..Can't...' and ended her sentence repeating my question. I was then further fraustrated as I have been waiting for four hours for a reversal or reflection of funds that were deducted from my account and I have wasted a further hour trying to sort this out in vain! MTN has deducted R180.00 (2xR90) and I didn't even get an Apology let alone a resolution. I am highly irritated! I conduct Customer Service training for Major Retail Brands and wish I could teach the agent on the other end a thing or two about at least sympathizing with Customers and appreaciating her job by doing it correctly before MTN ends up having more Customers Going instead of 'Staying' because of 'Paying' for services that are not rendered. MTN, Please send me my R90.00 airtime AND refund my other R90.00 due to duplicate payments. I have lost a good hour of productivity at work due to this mess.</p>