Mtn poor customer service

FORMAL COMPLAINT – BILLING DISPUTE, INCORRECT CHARGES, PAYMENT ALLOCATION AND SUSPENSION OF SERVICES

I am writing to formally lodge a complaint regarding the ongoing issues with my MTN account, which remain unresolved despite numerous attempts to obtain assistance through your customer service channels.

My account statements are currently confusing and appear to contain incorrect and/or excessive charges. I have been attempting to resolve these billing discrepancies, including the cancellation of a number for which the contractual period has already ended and which continues to be billed on a month-to-month basis.

I have been advised that these matters cannot be properly addressed until my account is brought up to date. I have therefore made every effort to comply with the payment arrangements provided by MTN.

Payment Arrangement and Suspension of Services

A payment arrangement was made with MTN for payment on 24 August. Due to circumstances beyond my control, I was only able to make the payment on 25 August, which I did.

I understand that MTN's stated payment allocation process can take approximately 48–72 hours. That period has now elapsed, yet my payment had still not been allocated to my account and, despite the payment having been made, my services/lines have subsequently been blocked or suspended.

This is particularly frustrating given that I have been actively communicating with MTN and attempting to resolve the account rather than simply ignoring the outstanding balance.

Repeated Attempts to Resolve the Matter

Since 26 August, I have contacted MTN approximately four or five times in an attempt to resolve this matter.

During my most recent interaction:

- I was informed that my payment had still not been allocated to my account. - I requested to speak to a team leader/supervisor. - I was kept waiting for approximately 15 minutes, after which I was still unable to speak to a team leader. - I subsequently contacted the relevant back-office department via email, only to receive automated responses. - I was then advised by a customer service agent that another query would have to be logged, which would apparently take a further 48 hours.

This is simply not an acceptable level of customer service, particularly considering that I have already made payment and have repeatedly attempted to resolve the matter through the appropriate MTN channels.

I should not have to repeatedly contact MTN, explain the same situation to different agents, wait for additional 48-hour periods, and continue receiving automated responses while my services remain suspended.

Required Resolution

I hereby request that MTN urgently:

1. Allocate and correctly reflect my payment on my account immediately. 2. Restore/reconnect all affected services without further delay, subject to the payment having satisfied the relevant requirement. 3. Provide me with a full and accurate statement showing all charges, payments, credits, arrears and adjustments on my account. 4. Investigate and correct any incorrect, duplicated or excessive charges. 5. Cancel the number/contract for which the contractual term has ended and which is still being charged on a month-to-month basis, as previously requested. 6. Provide written confirmation of the cancellation and confirm the final amount, if any, legitimately owing in respect of that number. 7. Provide me with a clear explanation as to why my services were suspended despite payment having been made and the applicable payment-allocation period having elapsed. 8. Escalate this matter to a team leader/senior complaints representative who can take ownership of the matter and provide a final resolution rather than simply logging another query.

I am not refusing to pay legitimate amounts that are properly due. My concern is that I am being expected to settle an account that I believe contains discrepancies and charges that require investigation, while simultaneously being denied the ability to properly resolve those discrepancies.

I also reserve my rights in terms of the applicable MTN Subscriber Agreement and South African consumer-protection framework. Based on the circumstances described above, I have serious concerns regarding whether the continued suspension of my services, particularly after payment was made and after the stated allocation period has elapsed, is consistent with MTN's contractual and customer-service obligations.

Final Escalation

I require this matter to be fully investigated and resolved within 24 hours of receipt of this complaint, including the allocation of my payment and reconnection of my services.

If MTN fails to provide a satisfactory resolution within this period, I will have no option but to escalate the matter through the appropriate external dispute-resolution and consumer-complaint channels, including the Consumer Goods and Services Ombud (CGSO) and ICASA, where applicable.

I will also consider making my experience and the manner in which this complaint has been handled publicly known through appropriate social-media and consumer-review platforms.

I would prefer to resolve this matter directly with MTN and without further escalation. However, after numerous calls, prolonged waiting periods, automated responses and repeated requests to allow another 48 hours, I believe I have already given MTN more than a reasonable opportunity to resolve this matter internally.

Please treat this correspondence as a formal complaint and escalation and provide me with a written response confirming the actions taken and the expected resolution.

I look forward to your urgent response.

Yours faithfully,

Andre Venter MTN Account Holder