MTN REFUND runaround

I am disappointed and angry with MTN. I have an existing account with MTN which I pay via debit order. So Dec month, I received an sms (29 Dec 2025)from MTN to inform me that hey have not received my payment and should make arrangements.

So on 30/12/2025 I-went to an MTN to make payment, the consultant first checked on the system. And she confirmed that there’s no payment. So I then proceeded to make payment.

Fast forward to later during the day , I picked up that the debit order went off again and because there were funds it went through.

I called 135 MTN number to relay my story and asked reversal. Consultant assisting me confirmed indeed she can see 2 payments (debit order and branch payment). So she said she is sending request to relevant department for the reversal and I should check in again if I have not heard from MTN within 24 hours.

Fast forward to today(2/1/2026) I called in as I have not heard any form of communication from MTN, and was assisted by consultant who told me that the reversal is not possible. After some back and forth argument she then sent me an email address and told me send proof of bank account and she is again sending request for reversal.

2 minutes after the call I received an email from that the reversal will not be done as they do not see any credit. I responded to the email attaching proof of payment made via branch and ask them to check for the debit order payment.

Later today I think around 16H00 , I receive response that the payment will not be made they will”allocate it for Jan month”.

MTN I NEED THE FUNDS BACK AS THIS FUNDS TO PAY FOR MY INSURANCE. Should anything happen and my insurance is not paid you will run away and want nothing to do with it.

PPLEASE REFUND ME MY MONEY BACK, I want no allocation to anything but the funds back so I could pay my insurance.