MTN RRefund Nightmare Passed Between Consultants and Now Being Sent to the Store

MTN Refund Nightmare – Passed Between Consultants and Now Being Sent to the Store

I am extremely frustrated with the way MTN has handled my account cancellation and refund request.

MTN debited my account again on 28 February, despite the fact that I had already paid the full cancellation amount of R14,370.00 earlier, based on the amount that was quoted to me by their consultant.

Since then, I have spoken to more than six different MTN consultants, and every single time I receive different information. I have been sent back and forth between departments with no clear resolution.

Today I received an email stating that my refund request has been rejected by the banking department, and that I now need to go back to the point of sale where the refund was processed so they can “attach credit details on the credit processed on my account.”

This makes absolutely no sense to me.

Firstly, the refund request was initiated through MTN, and now I am suddenly expected to go to a store to fix an internal processing issue that was not caused by me.

Secondly, after calling MTN again today, I was told a completely different refund amount than what was originally communicated to me. No one is able to explain why the amount has changed.

This entire situation is a result of poor communication and incompetence within MTN’s processes. I have spent weeks trying to resolve something that should have been straightforward.

To summarise:

I requested a cancellation amount on 8 January.

I was quoted R14,360.49 and paid R14,370.00.

I confirmed the payment and followed all instructions given by MTN consultants.

MTN still debited my account again on 28 February.

I have spoken to more than six consultants and keep getting different explanations.

My refund request was rejected, and I am now being told to go to a store for something that MTN should resolve internally.

I am now being told a different refund amount, which no one can properly explain.

This level of service is completely unacceptable.

I am requesting the following from MTN urgently:

A clear explanation of why my account was debited on 28 February after I had already paid the cancellation amount.

Confirmation of the correct refund amount owed to me.

Immediate processing of my refund without sending me back and forth between departments or stores.

At this point, I simply want my money refunded and this matter resolved without any further delays.