MTN Mobile Money is the absolute rotten pits!

I made a R2,000 cash-in payment to my momo wallet on Friday 9 Sept. at 20h41 (one of 3 that day) but the abovementioned payment is still not reflecting in my momo wallet 3 weeks later!

To date, I have made 26 calls that I can count and sent an email complaint to your momo dept. and have been pushed from pillar to post and told a different story by almost every person I spoke to. I have provided all sorts of information to various people including proof of the payment concerned. Go look into the reference numbers below and check the call/email logs related to the contact details linked to those reference numbers.

First I was told that my monthly wallet limit was exceeded and that I had to either upgrade my wallet to yellow plus or wait for the new calender month (Oct) and my wallet would reset and the missing funds would become available. Well it's 1 Oct and still no sign of my money!!

I decided to upgrade my wallet instead as I needed the funds to buy electricity and airtime and couldn't wait until Oct. I've been trying to upgrade over the last 3 weeks and that hasn't worked either. First I was told that there was a bug on the momo app and I should retry, restart my fone, have my app reset by momo dept, etc. until it works. That didn't work. Then I was told I should go instore or upgrade via ussd. Turns out their stores can't do wallet upgrades and it can't be done via ussd either!! Then I was told that in fact it was a home affairs issue that prevented momo back office from doing id authentication. Then I was told by a supervisor that it's in fact an MTN problem going back months, that he himself has been trying to upgrade his own wallet since July and that they have been inundated with customer complaints about the same issue!!!

Yet the function to upgrade one's wallet is still live on the app and MTN surely knows its not working?! What are they doing about it and why has it not been disabled with an appropriate message to customers?!!

It boggles the mind that one of SA's largest companies can allow this sort of thing to happen, be aware of it, have no urgency to fix it and be OK with it all. Have you so little regard for your customers and your regulatory obligations?!!!

Through all this I was given 2 official reference numbers with resolution times of 2-48hrs given. As mentioned, no resolution after 3 weeks.. REQ*** in response to 12 Sept. email complaint. *** in response to 15 Sept. telephonic complaint.

MTN, I am R2,000 out of pocket for 3 weeks thanks to your incompetence and indifference!!

Can someone within MTN take my complaint seriously and sort out this mess today still otherwise I will be approaching the regulators with a formal complaint.