MTN – Refund Outstanding for 3 Weeks, Contradictory Instructions & Rude Call Centre Agent

I am lodging a formal complaint against MTN due to an unresolved refund, inconsistent information provided by MTN staff, and unacceptable customer service.

Approximately three weeks ago, I mistakenly transferred money to the wrong account. I immediately reported the matter and followed MTN’s prescribed process by visiting an MTN store, where consultants assisted me fully. All required documentation was completed, and the relevant emails were submitted on my behalf.

At the MTN store, I was issued with a case number and was clearly instructed to contact MTN Customer Care, provide the case number, and that MTN would be able to confirm the refund status and timelines.

Last week, when I contacted MTN Customer Care, a consultant advised me that the refund had already been processed and paid back into my account. This information was incorrect, as no refund was received.

Today, when I called again to follow up using the same case number, the consultant told me that I must return to the MTN store and that the store must refund me directly. This instruction directly contradicts what I was previously told by MTN staff and makes no sense, as the MTN store had already completed and submitted the matter.

The consultant’s response was dismissive and rude. When I questioned the inconsistency and expressed my frustration after waiting three weeks, the call was abruptly terminated without assistance or resolution. I was not provided with the consultant’s name.

I find it unacceptable that: • A refund has been outstanding for over three weeks • MTN staff are giving contradictory and misleading instructions • I am being sent back and forth between the store and call centre • A call centre agent behaved unprofessionally and ended the call

As a consumer, I am entitled to fair, transparent, and timely service.

I am requesting: 1. Immediate processing and payment of my refund 2. Written confirmation of the refund and explanation for the delay 3. Proper accountability and escalation of this matter

If this matter is not resolved urgently, I will escalate it further through formal consumer protection and regulatory channels.