MTN queries not resolved after 6 months.

I have been making payments to MTN since January 2025 but the payments are unallocated. When I visit a branch they tell me to call the call center.

After speaking to them they asked me to send an e-mail. Numerous e-mails later I have had no response. I am now dealing with complaints department (who at least responds), but I am requested to send all my proof of payments since January. They all have the same reference number and I don't see why their accounts department can't go and find the payments to allocate them. The burden of proof is with MTN and not me, their client.

I would also like to know what the point of the branches and call center is if I end up with the complaints department anyway. The consultant (Mina Mazingi) who I spoke to originally has not bothered to reply to a single e-mail I sent since March this year.

Really terrible service MTN.