MTN possible ***** or huge error at the Harrismith Branch.

On the 7th of April I had an incident where the account used for my debt order did not have the funds. I then went to the nearest Mtn store (Harrismith branch) and paid in store. I have a receipt from the machine as well as my bank statements. That payment was never added to my account and is missing from the mtn system. At the time I contacted the customer care line and was issued a case nr. Emails and proof of payment was sent multiple times. I never heard back from customer care regarding the issue and my wi-fi was not turned on. I then queried instore (Harrismith Branch) again and they turned on my wi-fi.

I received my invoice last week (27 April) and showing a double amount as if I never paid for my wi-fi for April, thus I went to the nearest store at the time in Centurion while visiting in Gauteng. They were very helpful in showing me that it does not show on my account and by contacting the Harrismith branch to query about their way of operating and expressing the need to speak to the Branch manager. We where informed that he only comes to the branch once a week. thus we could not get help from them. There after I was instructed to call customer care again. I had another suspicion about the way of operation at the Harrismith Branch and I decided to contact the MTN ***** department. HE WAS VERY RUDE and interrupted my explanations for contacting the ***** department and not the customer care department. Thus I contacted the customer care department for the about 5th time in a month. She saw that on their side the proof of payment and bank statements did not show up on the replies to their emails regarding the issue. Thus we sent it to her and she sent it to the correct person and they acknowledged that they received it. NOT EVEN AN HOUR LATER I got an email from the same person that I sent my proof of payment and bank statements to earlier in April saying that they did not receive those document.

I have now been charged double for the error made by the Harrismith Branch and because of this I do not have enough money for electricity and petrol money for this month. I need that money back in my hand not as a credit.

Please note that physical contracts form the beginning of the year is still lying in store in a stack at the Harrismith Branch. When queries are made in store that stack is taken out and gone through to find the customers details and not begin searched on the system. This seams like incorrect procedure.