MTN SA Making Customers pay for system changes!

Dear MTN,

I have been a loyal customer for may years however I am writing to you today as a very upset customer.

I am on contract with you, and my account has always been up to date.

I was double debited in the month of October 2020. Upon contacting your call center, I was told that this was in error and it will be rectified. REF: ***.

Come November, I was not expecting to be debited as per my discussions with your team above, however, I was debited as per normal.

I called your billing department again and spoke to Ayanda, who needed to chat to a manager regarding this. REF: ***.

According to the manager, MTN has switched over to a new billing system, hence I was double debited and I will not be credited the money that you TOOK FROM ME without my consent. As I understand what was explained to me, Me, together with however many other customers you did this to are being made to pay for your transition to a new billing system, which in my book is utter nonsense.

I asked Ayanda to transfer me to the manager so that I can get the answers I needed but the manager was and I quote "Extremely busy and cannot speak to me however, they will call me back." this was on the 9th of November 2020.

1 week later, still no response from your manager.

Is this how loyal customers are treated?

Can you show me where in my contract with you it state that I need to pay for you transitioning over to new systems? If not I will put an immediate stop on my monthly debit order to MTN and move over to someone else.

I need a resolution to this ASAP.

Regards, Kavir Maharaj