MTN Negligence Damaging My Credit Score Despite Proof of Payment

MTN’s negligence has now gone beyond poor service — it is actively harming my credit score.

I have paid my account in full every month (May, June, July, plus an additional R1,000 in August — a total of R6,355.50). All payments were made to the correct MTN account via Capitec Bank, and I have provided proof of payment for every transaction.

Yet MTN still falsely claims I owe over R6,000. Their system only credited R1,000 while ignoring three full payments. Instead of fixing the obvious allocation error, I was met with irrelevant and dismissive replies that did nothing to resolve the problem.

Because of MTN’s failure to reconcile my account, my credit profile is now at risk — despite me meeting every obligation as a customer. This is unjust, negligent, and damaging to my financial standing.

I am forced to escalate this to the National Financial Ombud Scheme because MTN refuses to take responsibility.

Warning to other customers: MTN’s billing system is broken. Even if you pay on time, they may still mark you as owing — and the consequences can be severe for your credit score. Always keep your proof of payment, because MTN clearly cannot manage its own records.