MTN NOT WILLING TO ASSIST CUSTOMER RESOLVE BILLING ISSUES

Since 2018, a business account we pay by debit order on a monthly basis has been debited with content charges that were not asked for. After logging queries and requests to have this stopped, as well as requests for refunds due, we were eventually contacted by Michelle Steyn who is an SME account manager. After many many promises from Michelle that it would be resolved, the issue is still ongoing. The standard response from Michelle via email is that she has escalated the problem and it will be resolved. She does not take phone calls anymore, it seems. The lack of customer service, the dismissive treatment of a longstanding customer and the inability and lack of intent to resolve a problem is incredibly disheartening. Added to this is the fact that supervisors and any sort of management personnel are not available to deal with customer complaints. Michelle refuses to pass on the contact details of anyone else at MTN who might be able to assist. MTN is a very poor example of how service providers should treat customers but an excellent example of how to manipulate customer accounts and take in revenue not due to them. If a response to this post is received, I shall be very surprised.