MTN You are Horrible

To MTN South Africa,

I am extremely disappointed with the level of service I’ve received regarding a recent issue — an issue that could have been resolved swiftly had MTN taken proper responsibility.

I used the MTN app to purchase data using my bank card, which is securely loaded on the app. The transaction was completed and the funds were immediately deducted from my FNB bank account. However, I never received the data I paid for.

I logged a query with both my bank and MTN. FNB investigated and confirmed that the transaction was successful on their end. More importantly, they provided proof that MTN, as the merchant, received and banked the funds days later. So let’s be clear: the issue is not with my bank — it’s with MTN.

When I reached out to MTN, I received no meaningful follow-up. I’ve had to chase after updates myself. Eventually, I was told there was no record of the transaction — but that’s because MTN is looking in the wrong place. I didn’t use airtime or a recharge voucher. I paid directly using my card. So searching via my cellphone number will yield nothing. The transaction needs to be traced through MTN’s merchant banking records, not the prepaid system.

Now I’m being told to go back to my bank — despite the fact that I’ve already provided proof that MTN received the funds. This is not only frustrating, it’s unacceptable. I have done my part. My bank has done theirs. The money is with MTN, yet I am still without the service I paid for.

What’s worse is the complete lack of communication and follow-up from your side. It’s a clear sign of poor customer service when the customer has to do all the chasing, while the service provider shows no urgency or accountability.

MTN, you need to understand this: no matter how good your products or network might be, they mean nothing without proper customer service. Customers stay because of trust — and right now, you’re losing it.

I expect this matter to be resolved urgently. I’ve had enough of the back-and-forth.

Sincerely, George Gill