MTN - why they are not the number 1 network service provider in South Africa

My aunt, who is an older individual and not particularly tech-savvy, entered into an MTN Wi-Fi contract in December 2024, setting up a debit order for payments. To her surprise, she wasn't debited in April and subsequently made a manual payment. When she contacted MTN to understand why the debit order hadn't gone through, she was shocked to discover she had been blacklisted for non-payment. This is despite the fact that MTN never informed her of any payment issues in the months since the contract began, and her Wi-Fi service remained uninterrupted. Upon investigating with her bank, she found that the debit order had indeed been processed and then inexplicably reversed back into her account a few days later. The lack of communication from MTN regarding these supposed non-payments, coupled with the continuous service, has now resulted in a blacklisting that is negatively impacting her credit profile and future access to credit. Her attempts to resolve this with MTN have been met with dismissal and a lack of adequate assistance.