MTN - Poor Customer Service and lack of Support from management

I would like to bring to your attention the pathetic service received from MTN - Clear Mall Branch. I have the names of the people and documents to substantiate my complaint. On the day that the contract was signed I asked the respective CSR to please debit me on the 27th monthly as this is my date of salary payment. She did not contest and agreed to the above.

Little did I know that the debit order dates vary and the 27th is not an applicable date for billing from MTN. So clearly Cleopatra needs some training.

Following this I have frequently visited the MTN Branch at Clear Water to rectify this error.

Due to Cleopatra's error, my billing was rejected in the first month as this was before my salary was deposited and there were insufficient funds available in my account for the debit order.

I had to visit the store and manually make a payment which is ridiculous but to honour my contract I was forced to pay manually!

This is unacceptable as the debit order date error from Cleopatra has now resulted in me being recognised as a poor payer, which is no fault of mine.

At the store another consultant advised that she would correct this and yet again I was disappointed by the service. On Sunday , 23 May 2021, I went back to the store and Mervin who is the supervisor advised the procedure of complaints and gave me the Manager email, Erick to request urgent assistance. He also advised that the debit order date has been moved. Also I provided Erick with a bank letter and requested a change in my Banking Branch. I re-assured Erick that for the month of May 2021 I will pay out of my old Bank, assuming that the debit order would be at month end, and I would have money to ensure a successful payment to MTN.

And yet again MTN has failed in customer support. The debit order was posted on the 25th May 2021 and my account again rejected due to lack of funds. So this is the 3rd month and as Mervin explained the first 3 month's are critical in paying MTN and non payment will result in your credit score being affected as you are regarded as a poor payer.

I not only want to report the extremely poor service that I received from the above consultant and Supervisor, but I would like this to be escalated as I refuse to have my record with MTN in a negative light as being a poor payer and the ripple effect of other creditors having a poor record of my status due to MTN and not giving me credit in need.

May I ask that you please investigate this matter with urgency and revert with updates / feedback to ensure that my name is clear with MTN and I can use the benefits of adding onto my existing contract. As I was refused assistance on the 22 May 2021, as one of the consultants on the floor advised that MTN cannot assist me due to my payment failure. How insulting is that!

I refuse to accept this service and asked Mervin for the MTN Ombudsman's contact details. He assured me that this will be attended to by the Floor Manager.

Clearly MTN Complaints Department and the Supervisor and Floor Manager have no concept of Customer Service.

All I wanted was to change the debit order date and thereon my banking details. How difficult is that?