MTN Switched Payment to Cash & Has Wrong Email — Now I’m in Arrears

I am writing to lodge a serious complaint regarding MTN’s handling of my account. 1. Unnotified Payment Change: My payment method was changed from debit order to cash without any notification. 2. Incorrect Email on File: MTN has the wrong email address for me, so I received no correspondence. 3. Payment Failures Ignored: Every month I believed the debit order had been processed successfully (confirmed by my bank statement), and the MTN app showed no outstanding balance. 4. Sudden Arrears Claim: Today I received a call stating I owe a substantial amount. On reviewing my statements, I discovered that the debit order failed every month—but I was never informed.

As a result of MTN’s internal errors and poor communication, I am now behind on payments. I understand my responsibility and will settle what is owed, but only if MTN takes accountability for: • Updating my correct email address and payment method immediately • Providing a full breakdown of the failed debit orders • Reversing any penalties or interest fees imposed due to this error

This situation has caused me significant stress and disruption. I expect urgent feedback and resolution.