AS
Aco S
1 reviews | Active since Dec 2014
23 Mar 2024, 21:36
MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
MTN has erroneously included 7 missed payments from a contract I had in 2020 on my Credit Profile. Despite numerous attempts to rectify this from their customer service, the issue persists. This problem isn't isolated to me; my wife and friends are experiencing the same credit rating troubles. Initially, MTN instructed me to make a manual upfront payment to correct the debit order timing, but this failed to resolve the issue, leading to more missed payments. I eventually resorted to canceling the debit orders and manually paying double to keep my account one month ahead. Frustrated by the lack of assistance in removing these missed payments from our credit histories, I ended up canceling our contracts.
These inaccuracies have now impacted my application with Investec Bank, as they are concerned about the missed payments on my credit profile. I have statements, to support these deductions by MTN.
I urge an investigation into this matter and the removal of these erroneous missed payments from both my and my wife's credit profiles.
It's alarming to hear that others, including friends and family, have encountered similar issues with MTN's billing system.
Helpful (0)
Replies (28)0
Replies (28)AS
Aco S's updateReviewer Update
05 Apr 2024, 18:48It has now been two weeks since I reached out with a detailed account of the situation, including the impact these missed payments have had on my credit history.
Unfortunately, I have not received any response or acknowledgment from your team.
This lack of communication and delay in addressing such a critical matter is concerning, to say the least.
AS
Aco S's update05 Apr 2024, 18:48
Reviewer Update
It has now been two weeks since I reached out with a detailed account of the situation, including the impact these missed payments have had on my credit history.
Unfortunately, I have not received any response or acknowledgment from your team.
This lack of communication and delay in addressing such a critical matter is concerning, to say the least.
AS
Good day,
May we have the information below to access your MTN account, we will investigate your complaint and further advise.
Account holder name:Contact number:ID number or MTN account no:
Warm Regards,
Roanne
Complaints Management Team
Aco S's updateReviewer Update
11 Apr 2024, 11:22I just received the below reply to an email I sent the MTN Complaints team 23 March 2024 at 21:45:
—
On 11 Apr 2024, at 07:28, ComplaintsManagementTeam <***> wrote:—
Good day,
Roanne
Complaints Management Team
AS
Aco S's update11 Apr 2024, 11:22
Reviewer Update
I just received the below reply to an email I sent the MTN Complaints team 23 March 2024 at 21:45:
—
On 11 Apr 2024, at 07:28, ComplaintsManagementTeam <***> wrote:—
Good day,
Roanne
Complaints Management Team
AS
Hello Roanne,
Name: Aco
Surname: S***
Contact Number: *** (Same number linked to the MTN contract in 2020).
ID: ***
MTN Account: *** (This is the same account number on my bank statement showing payments, I see for some strange reason there was this number also on my bank statement: xx- I have no idea who’s number this is)
From my credit score account it looks like the following months were reported as missed payments but I have proof of payments for the entire year 2020 and they were all debit orders:
May 2020
June 2020
July 2020
August 2020
September 2020
October 2020
November 2020
Thank you
Aco S's updateReviewer Update
11 Apr 2024, 11:26My reply to this email:
—-
On 11 Apr 2024, at 11:15, Aco S*** <***> wrote:—-
Hello Roanne,
Name: Aco
Surname: S***
Contact Number: *** (Same number linked to the MTN contract in 2020).
ID: ***
MTN Account: *** (This is the same account number on my bank statement showing payments, I see for some strange reason there was this number also on my bank statement: xx- I have no idea who’s number this is)
From my credit score account it looks like the following months were reported as missed payments but I have proof of payments for the entire year 2020 and they were all debit orders:
May 2020
June 2020
July 2020
August 2020
September 2020
October 2020
November 2020
Thank you
AS
Aco S's update11 Apr 2024, 11:26
Reviewer Update
My reply to this email:
—-
On 11 Apr 2024, at 11:15, Aco S*** <***> wrote:—-
Hello Roanne,
Name: Aco
Surname: S***
Contact Number: *** (Same number linked to the MTN contract in 2020).
ID: ***
MTN Account: *** (This is the same account number on my bank statement showing payments, I see for some strange reason there was this number also on my bank statement: xx- I have no idea who’s number this is)
From my credit score account it looks like the following months were reported as missed payments but I have proof of payments for the entire year 2020 and they were all debit orders:
May 2020
June 2020
July 2020
August 2020
September 2020
October 2020
November 2020
Thank you
AS
Aco S's updateReviewer Update
23 Apr 2024, 07:30On 23 Apr 2024, at 07:26, Aco S** <****> wrote:
Hello there,
Please note that I’ve had no reply to my email below.
Thank you
Hello there,
Please note that I’ve had no reply to my email below.
Thank you
AS
Aco S's update23 Apr 2024, 07:30
Reviewer Update
On 23 Apr 2024, at 07:26, Aco S** <****> wrote:
Hello there,
Please note that I’ve had no reply to my email below.
Thank you
Hello there,
Please note that I’ve had no reply to my email below.
Thank you
AS
Y'ello S***, Aco ,
Thank you for your email, please accept our apologies for a delayed response.
We have escalated your query to EBU for assistance on the billing issue, they will contact you shortly.
We apologize for any inconvenience this may have caused.
Warm Regards,
Bryan Sibeko
Complaints Management Team
Aco S's updateReviewer Update
25 Apr 2024, 12:04I’ve just received this reply now:
—
On 25 Apr 2024, at 12:01, ComplaintsManagementTeam <***> wrote:—
Y'ello S***, Aco ,
We apologize for any inconvenience this may have caused.
Bryan Sibeko
Complaints Management Team
AS
Aco S's update25 Apr 2024, 12:04
Reviewer Update
I’ve just received this reply now:
—
On 25 Apr 2024, at 12:01, ComplaintsManagementTeam <***> wrote:—
Y'ello S***, Aco ,
We apologize for any inconvenience this may have caused.
Bryan Sibeko
Complaints Management Team
AS
Hi,
After over four weeks have passed, I still haven't received a response.
MTN, this is regrettably the level of service you provide to your paying customers... it's dreadful.
You're quick to accept our money, to grey-list a SIM card if payment is late due to holidays, or even falsely report non-payment to the credit bureau.
However, when a customer faces a genuine issue, there's absolutely zero support or care afterward, and no resolution in sight.
It’s time to move to Vodacom.
Aco S's updateReviewer Update
27 May 2024, 12:07I’ve sent the below follow up, as I’ve received no email reply in more than a month:
—
On 27 May 2024, at 12:04, Aco S*** <***> wrote:—
Hi,
AS
Aco S's update27 May 2024, 12:07
Reviewer Update
I’ve sent the below follow up, as I’ve received no email reply in more than a month:
—
On 27 May 2024, at 12:04, Aco S*** <***> wrote:—
Hi,
AS
Y'ello ***, Aco,
Thank you for your email, please accept our apologies for a delayed response.
Kindly note that we had escalated the matter again to EBU for urgent assistance.
We apologize for any inconvenience this may have caused.
Kind Regards,
Bryan Sibeko
Service Recovery Team
Aco S's updateReviewer Update
13 Jun 2024, 12:43Last reply from MTN…
——
On 03 Jun 2024, at 14:13, ComplaintsManagementTeam <***> wrote:——
Y'ello ***, Aco,
Bryan Sibeko
Service Recovery Team
AS
Aco S's update13 Jun 2024, 12:43
Reviewer Update
Last reply from MTN…
——
On 03 Jun 2024, at 14:13, ComplaintsManagementTeam <***> wrote:——
Y'ello ***, Aco,
Bryan Sibeko
Service Recovery Team
AS
Hello there,
Aco S's updateReviewer Update
13 Jun 2024, 12:45I’ve sent a follow up as no one reached out from MTN:
—-
On 13 Jun 2024, at 12:40, Aco S*** <****> wrote:—-
Hello there,
Still no reply here.
What’s going on team?
This service is beyond terrible.
What’s going on team?
This service is beyond terrible.
AS
Aco S's update13 Jun 2024, 12:45
Reviewer Update
I’ve sent a follow up as no one reached out from MTN:
—-
On 13 Jun 2024, at 12:40, Aco S*** <****> wrote:—-
Hello there,
Still no reply here.
What’s going on team?
This service is beyond terrible.
What’s going on team?
This service is beyond terrible.
AS
Y'ello A**** , Thank you for your email, we apologize for delayed response. We have escalated the matter to EBU desk for urgent assistance.
Kind Regards,
Bryan Sibeko
Service Recovery Team
Aco S's updateReviewer Update
09 Jul 2024, 13:18I revived this reply..
—
On 17 Jun 2024, at 09:18, ComplaintsManagementTeam <***> wrote:—
Y'ello A**** , Thank you for your email, we apologize for delayed response. We have escalated the matter to EBU desk for urgent assistance.
Bryan Sibeko
Service Recovery Team
AS
Aco S's update09 Jul 2024, 13:18
Reviewer Update
I revived this reply..
—
On 17 Jun 2024, at 09:18, ComplaintsManagementTeam <***> wrote:—
Y'ello A**** , Thank you for your email, we apologize for delayed response. We have escalated the matter to EBU desk for urgent assistance.
Bryan Sibeko
Service Recovery Team
AS
Aco S's updateReviewer Update
09 Jul 2024, 13:19Sent a follow up today…
——On 09 Jul 2024, at 13:13, A*** <***> wrote:
Hello there,
Still no reply here.
What’s going on team?
This service is beyond terrible.
*2nd time I’m sending the same email.
——On 09 Jul 2024, at 13:13, A*** <***> wrote:
Hello there,
Still no reply here.
What’s going on team?
This service is beyond terrible.
*2nd time I’m sending the same email.
AS
Aco S's update09 Jul 2024, 13:19
Reviewer Update
Sent a follow up today…
——On 09 Jul 2024, at 13:13, A*** <***> wrote:
Hello there,
Still no reply here.
What’s going on team?
This service is beyond terrible.
*2nd time I’m sending the same email.
——On 09 Jul 2024, at 13:13, A*** <***> wrote:
Hello there,
Still no reply here.
What’s going on team?
This service is beyond terrible.
*2nd time I’m sending the same email.
AS
Aco S's updateReviewer Update
15 Jul 2024, 09:21I received this reply..
----
On 15 Jul 2024, at 08:25,
ComplaintsManagementTeam <***> wrote:
----
On 15 Jul 2024, at 08:25,
ComplaintsManagementTeam <***> wrote:
Good Day Business team,
Please assist customer with the below.
AS
Aco S's update15 Jul 2024, 09:21
Reviewer Update
I received this reply..
----
On 15 Jul 2024, at 08:25,
ComplaintsManagementTeam <***> wrote:
----
On 15 Jul 2024, at 08:25,
ComplaintsManagementTeam <***> wrote:
Good Day Business team,
Please assist customer with the below.
AS
Aco S's updateReviewer Update
15 Jul 2024, 09:23My reply...
----
On 15 Jul 2024, at 09:20, a**@*** wrote:
----
On 15 Jul 2024, at 09:20, a**@*** wrote:
Hello there,
This service is ridiculous, this is my 8th email to MTN with no one assisting me - I started this email thread on the 23/03/2024 - that’s 4 months ago.
Its all detailed here in this HelloPeter page: https://www.hellopeter.com/mtn/reviews/mtns-troublesome-billing-system-and-erroneous-missed-payments-on-my-credit-profile-***
Can someone sort this out now.
This service is ridiculous, this is my 8th email to MTN with no one assisting me - I started this email thread on the 23/03/2024 - that’s 4 months ago.
Its all detailed here in this HelloPeter page: https://www.hellopeter.com/mtn/reviews/mtns-troublesome-billing-system-and-erroneous-missed-payments-on-my-credit-profile-***
Can someone sort this out now.
AS
Aco S's update15 Jul 2024, 09:23
Reviewer Update
My reply...
----
On 15 Jul 2024, at 09:20, a**@*** wrote:
----
On 15 Jul 2024, at 09:20, a**@*** wrote:
Hello there,
This service is ridiculous, this is my 8th email to MTN with no one assisting me - I started this email thread on the 23/03/2024 - that’s 4 months ago.
Its all detailed here in this HelloPeter page: https://www.hellopeter.com/mtn/reviews/mtns-troublesome-billing-system-and-erroneous-missed-payments-on-my-credit-profile-***
Can someone sort this out now.
This service is ridiculous, this is my 8th email to MTN with no one assisting me - I started this email thread on the 23/03/2024 - that’s 4 months ago.
Its all detailed here in this HelloPeter page: https://www.hellopeter.com/mtn/reviews/mtns-troublesome-billing-system-and-erroneous-missed-payments-on-my-credit-profile-***
Can someone sort this out now.
AS
Yello Bryan,
Thank you for emailing Enterprise Client Services. Kindly note that we tried calling you today 15th July at 11:25 and the number is on voicemail.
Kindly provide the number related to your account and a brief description of your request for us to assist.
Please do not hesitate to contact us should you need any further assistance.
Warm Regards,
Zimkita Maroloma
Business Customer Care
Aco S's updateReviewer Update
15 Jul 2024, 12:27Reply I’ve received now..
——
On 15 Jul 2024, at 11:29, businesscustomercare <***> wrote:——
Yello Bryan,
Thank you for emailing Enterprise Client Services. Kindly note that we tried calling you today 15th July at 11:25 and the number is on voicemail.
Kindly provide the number related to your account and a brief description of your request for us to assist.
Please do not hesitate to contact us should you need any further assistance.
Warm Regards,
Zimkita Maroloma
Business Customer Care
AS
Aco S's update15 Jul 2024, 12:27
Reviewer Update
Reply I’ve received now..
——
On 15 Jul 2024, at 11:29, businesscustomercare <***> wrote:——
Yello Bryan,
Thank you for emailing Enterprise Client Services. Kindly note that we tried calling you today 15th July at 11:25 and the number is on voicemail.
Kindly provide the number related to your account and a brief description of your request for us to assist.
Please do not hesitate to contact us should you need any further assistance.
Warm Regards,
Zimkita Maroloma
Business Customer Care
AS
Aco S's updateReviewer Update
15 Jul 2024, 12:27My name isn’t Bryan..???
AS
Aco S's update15 Jul 2024, 12:27
Reviewer Update
My name isn’t Bryan..???
AS
Hello there,
I was on a call at the time, 08****** is the correct number. I will be free after 12:30 today for a call.
As per the HelloPeter page and previous comms:
MTN has erroneously included 7 missed payments from a contract I had in 2020 on my Credit Profile. Despite numerous attempts to rectify this from their customer service, the issue persists. This problem isn't isolated to me; my wife and friends are experiencing the same credit rating troubles.
Initially, MTN instructed me to make a manual upfront payment to correct the debit order timing, but this failed to resolve the issue, leading to more missed payments. I eventually resorted to canceling the debit orders and manually paying double to keep my account one month ahead.
Frustrated by the lack of assistance in removing these missed payments from our credit histories, I ended up canceling our contracts.
These inaccuracies have now impacted my application with Investec Bank, as they are concerned about the missed payments on my credit profile.
I have statements, to support these deductions by MTN.I urge an investigation into this matter and the removal of these erroneous missed payments from both my and my wife's credit profiles.
It's alarming to hear that others, including friends and family, have encountered similar issues with MTN's billing system.
And
Name: ***
Surname: ***
Contact Number: *** (Same number linked to the MTN contract in 2020).
ID: ***
MTN Account: *** This is the same account number on my bank statement showing payments, I see for some strange reason there was this number also on my bank statement: *** - I have no idea who’s number this is)
From my credit score account it looks like the following months were reported as missed payments but I have proof of payments for the entire year 2020 and they were all debit orders:
May 2020
June 2020
July 2020
August 2020
September 2020
October 2020
November 2020
Aco S's updateReviewer Update
15 Jul 2024, 12:31I’ve sent a reply now..
—-
On 15 Jul 2024, at 12:21, A** S** —-
Hello there,
I was on a call at the time, 08****** is the correct number. I will be free after 12:30 today for a call.
Name: ***
Surname: ***
Contact Number: *** (Same number linked to the MTN contract in 2020).
ID: ***
MTN Account: *** This is the same account number on my bank statement showing payments, I see for some strange reason there was this number also on my bank statement: *** - I have no idea who’s number this is)
May 2020
June 2020
July 2020
August 2020
September 2020
October 2020
November 2020
AS
Aco S's update15 Jul 2024, 12:31
Reviewer Update
I’ve sent a reply now..
—-
On 15 Jul 2024, at 12:21, A** S** —-
Hello there,
I was on a call at the time, 08****** is the correct number. I will be free after 12:30 today for a call.
Name: ***
Surname: ***
Contact Number: *** (Same number linked to the MTN contract in 2020).
ID: ***
MTN Account: *** This is the same account number on my bank statement showing payments, I see for some strange reason there was this number also on my bank statement: *** - I have no idea who’s number this is)
May 2020
June 2020
July 2020
August 2020
September 2020
October 2020
November 2020
AS
Please do not hesitate to contact us should you need any further assistance.
Warm Regards,
Aco S's updateReviewer Update
15 Jul 2024, 16:22I received a reply now...
----
On 15 Jul 2024, at 15:13, businesscustomercare <***> wrote:
----
On 15 Jul 2024, at 15:13, businesscustomercare <***> wrote:
Yello A****,
Thank you for emailing Enterprise Client Services.
I do apologize for your experience. I have included our legal team for assistance with your account.
Please do not hesitate to contact us should you need any further assistance.
Warm Regards,
Dillon Clayton
Business Customer Care
AS
Aco S's update15 Jul 2024, 16:22
Reviewer Update
I received a reply now...
----
On 15 Jul 2024, at 15:13, businesscustomercare <***> wrote:
----
On 15 Jul 2024, at 15:13, businesscustomercare <***> wrote:
Yello A****,
Thank you for emailing Enterprise Client Services.
I do apologize for your experience. I have included our legal team for assistance with your account.
Please do not hesitate to contact us should you need any further assistance.
Warm Regards,
Dillon Clayton
Business Customer Care
AS
Aco S's updateReviewer Update
15 Jul 2024, 16:23I sent a reply to the legal team now...
---
On 15 Jul 2024, at 15:35, A**** S**** wrote:
---
On 15 Jul 2024, at 15:35, A**** S**** wrote:
Hello Legal Team,
Please advise what you will need from me to resolve the below missed payments that are reflecting on my credit score in 2020.
I’ve been trying to get this sorted for the last few months in this email thread. And even last year at the MTN stores and even with calling in for help.
Thank you
Please advise what you will need from me to resolve the below missed payments that are reflecting on my credit score in 2020.
I’ve been trying to get this sorted for the last few months in this email thread. And even last year at the MTN stores and even with calling in for help.
Thank you
AS
Aco S's update15 Jul 2024, 16:23
Reviewer Update
I sent a reply to the legal team now...
---
On 15 Jul 2024, at 15:35, A**** S**** wrote:
---
On 15 Jul 2024, at 15:35, A**** S**** wrote:
Hello Legal Team,
Please advise what you will need from me to resolve the below missed payments that are reflecting on my credit score in 2020.
I’ve been trying to get this sorted for the last few months in this email thread. And even last year at the MTN stores and even with calling in for help.
Thank you
Please advise what you will need from me to resolve the below missed payments that are reflecting on my credit score in 2020.
I’ve been trying to get this sorted for the last few months in this email thread. And even last year at the MTN stores and even with calling in for help.
Thank you
AS
Yello Sir/Madam,
Thank you for emailing Enterprise Client Services.
We have sent an escalation to the legal department to urgently assist in clearing your name on TransUnion and the reference number is 1-****.
Please do not hesitate to contact us should you need any further assistance.
Warm Regards,
Nosithembele Nabo
Business Customer Care
Aco S's updateReviewer Update
18 Jul 2024, 11:18I received a reply..
—-
On 16 Jul 2024, at 09:58, businesscustomercare <***> wrote:—-
Yello Sir/Madam,
We have sent an escalation to the legal department to urgently assist in clearing your name on TransUnion and the reference number is 1-****.
Warm Regards,
Nosithembele Nabo
Business Customer Care
AS
Aco S's update18 Jul 2024, 11:18
Reviewer Update
I received a reply..
—-
On 16 Jul 2024, at 09:58, businesscustomercare <***> wrote:—-
Yello Sir/Madam,
We have sent an escalation to the legal department to urgently assist in clearing your name on TransUnion and the reference number is 1-****.
Warm Regards,
Nosithembele Nabo
Business Customer Care
AS
Hello Legal Team,
Please note this is the reference number I have for this request… is that correct. Can someone confirm this is actively being looked into for me?
“ We have sent an escalation to the legal department to urgently assist in clearing your name on TransUnion and the reference number is 1-****.”
Thank you
Aco S's updateReviewer Update
18 Jul 2024, 11:52I rep**** to the legal team to check in on anyone that’s handling this issue for me..
—-
On 18 Jul 2024, at 10:43, A*** wrote:—-
Hello Legal Team,
Please note this is the reference number I have for this request… is that correct. Can someone confirm this is actively being looked into for me?
“ We have sent an escalation to the legal department to urgently assist in clearing your name on TransUnion and the reference number is 1-****.”
Thank you
AS
Aco S's update18 Jul 2024, 11:52
Reviewer Update
I rep**** to the legal team to check in on anyone that’s handling this issue for me..
—-
On 18 Jul 2024, at 10:43, A*** wrote:—-
Hello Legal Team,
Please note this is the reference number I have for this request… is that correct. Can someone confirm this is actively being looked into for me?
“ We have sent an escalation to the legal department to urgently assist in clearing your name on TransUnion and the reference number is 1-****.”
Thank you
AS
From: a***@****
Sent: Monday, July 15, 2024 3:36 PM
To: ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Hello Legal Team,
Please advise what you will need from me to resolve the below missed payments that are reflecting on my credit score in 2020.
I’ve been trying to get this sorted for the last few months in this email thread. And even last year at the MTN stores and even with calling in for help.
Thank you
Aco S's updateReviewer Update
24 Jul 2024, 13:42I've received the below reply, my same email sent right back to me...
----
At 12:58 pm on 24 Jul 2024, cim_legal <***> wrote:----
Sent: Monday, July 15, 2024 3:36 PM
To: ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
I’ve been trying to get this sorted for the last few months in this email thread. And even last year at the MTN stores and even with calling in for help.
Thank you
AS
Aco S's update24 Jul 2024, 13:42
Reviewer Update
I've received the below reply, my same email sent right back to me...
----
At 12:58 pm on 24 Jul 2024, cim_legal <***> wrote:----
Sent: Monday, July 15, 2024 3:36 PM
To: ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
I’ve been trying to get this sorted for the last few months in this email thread. And even last year at the MTN stores and even with calling in for help.
Thank you
AS
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Date: 24 Jul 2024 at 1:34 pm
To: ***, businesscustomercare <***>, ***, ***, ***, ***, ***
Cc: ***, ***, ***
Hello MTN Legal Team,
I’m unsure of what’s going on, but I haven’t heard from anyone yet. Today, I received my own email forwarded back to me, with responses coming from a general mailbox again.
Can someone address this issue immediately?
Here’s the link to the Hellopeter review I’ve been updating: [Hellopeter Review](https://www.hellopeter.com/mtn/reviews/mtns-troublesome-billing-system-and-erroneous-missed-payments-on-my-credit-profile-***).
There has been no assistance or meaningful response since 23rd March 2024 - four months later on this specific thread.
I’ve been trying to get this resolved via physical store visits and phone calls for much longer, with no assistance.
So, I’ve started the Hellopeter page to document this shocking customer service journey.
Aco S's updateReviewer Update
24 Jul 2024, 13:45I've sent the below reply, and escalated this matter...
---
From: A** S*** ---
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Date: 24 Jul 2024 at 1:34 pm
To: ***, businesscustomercare <***>, ***, ***, ***, ***, ***
Cc: ***, ***, ***
Hello MTN Legal Team,
I’m unsure of what’s going on, but I haven’t heard from anyone yet. Today, I received my own email forwarded back to me, with responses coming from a general mailbox again.
Can someone address this issue immediately?
Here’s the link to the Hellopeter review I’ve been updating: [Hellopeter Review](https://www.hellopeter.com/mtn/reviews/mtns-troublesome-billing-system-and-erroneous-missed-payments-on-my-credit-profile-***).
There has been no assistance or meaningful response since 23rd March 2024 - four months later on this specific thread.
I’ve been trying to get this resolved via physical store visits and phone calls for much longer, with no assistance.
So, I’ve started the Hellopeter page to document this shocking customer service journey.
AS
Aco S's update24 Jul 2024, 13:45
Reviewer Update
I've sent the below reply, and escalated this matter...
---
From: A** S*** ---
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Date: 24 Jul 2024 at 1:34 pm
To: ***, businesscustomercare <***>, ***, ***, ***, ***, ***
Cc: ***, ***, ***
Hello MTN Legal Team,
I’m unsure of what’s going on, but I haven’t heard from anyone yet. Today, I received my own email forwarded back to me, with responses coming from a general mailbox again.
Can someone address this issue immediately?
Here’s the link to the Hellopeter review I’ve been updating: [Hellopeter Review](https://www.hellopeter.com/mtn/reviews/mtns-troublesome-billing-system-and-erroneous-missed-payments-on-my-credit-profile-***).
There has been no assistance or meaningful response since 23rd March 2024 - four months later on this specific thread.
I’ve been trying to get this resolved via physical store visits and phone calls for much longer, with no assistance.
So, I’ve started the Hellopeter page to document this shocking customer service journey.
AS
Date: 25 July 2024 at 14:49:50 SAST
To: ***, businesscustomercare <***>, ***, ***, ***, ***, ***
Cc: ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Hello MTN Team,
I have not received any response or assistance regarding my issue.
According to ICASA Complaint Reference GAU005184/24, I have been advised to involve the Credit Information Ombudsman, who is now CC’d in on this email.
Contact details are as follows:
Telephone : ***
Fax : ***
E-Mail : *** http://www.creditombud.org.za
Aco S's updateReviewer Update
25 Jul 2024, 14:52Sent a follow up email after receive a reply from ICASA…
—-
From: A*** S**—-
Date: 25 July 2024 at 14:49:50 SAST
To: ***, businesscustomercare <***>, ***, ***, ***, ***, ***
Cc: ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Hello MTN Team,
I have not received any response or assistance regarding my issue.
According to ICASA Complaint Reference GAU005184/24, I have been advised to involve the Credit Information Ombudsman, who is now CC’d in on this email.
Contact details are as follows:
Telephone : ***
Fax : ***
E-Mail : *** http://www.creditombud.org.za
AS
Aco S's update25 Jul 2024, 14:52
Reviewer Update
Sent a follow up email after receive a reply from ICASA…
—-
From: A*** S**—-
Date: 25 July 2024 at 14:49:50 SAST
To: ***, businesscustomercare <***>, ***, ***, ***, ***, ***
Cc: ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Hello MTN Team,
I have not received any response or assistance regarding my issue.
According to ICASA Complaint Reference GAU005184/24, I have been advised to involve the Credit Information Ombudsman, who is now CC’d in on this email.
Contact details are as follows:
Telephone : ***
Fax : ***
E-Mail : *** http://www.creditombud.org.za
AS
Aco S's updateReviewer Update
31 Jul 2024, 17:59I received this email..
---
On 26 Jul 2024, at 21:03, ComplaintsManagementTeam <***> wrote:
---
On 26 Jul 2024, at 21:03, ComplaintsManagementTeam <***> wrote:
Hi,S***
We acknowledge the receipt of your complaint.
Kindly be advised that we have requested the business team to investigate the matter and contact you directly with feedback.
Regards
Mike
AS
Aco S's update31 Jul 2024, 17:59
Reviewer Update
I received this email..
---
On 26 Jul 2024, at 21:03, ComplaintsManagementTeam <***> wrote:
---
On 26 Jul 2024, at 21:03, ComplaintsManagementTeam <***> wrote:
Hi,S***
We acknowledge the receipt of your complaint.
Kindly be advised that we have requested the business team to investigate the matter and contact you directly with feedback.
Regards
Mike
AS
Yello S****, A*** , Thank you for the email request. Please be advised that the account has been closed and updated accordingly. Warm Regards,Gemini Plaatjies
Aco S's updateReviewer Update
31 Jul 2024, 18:14I received this email her.. and am not sure what its about..
---
On 28 Jul 2024, at 11:35, cim_legal <***> wrote:---
AS
Aco S's update31 Jul 2024, 18:14
Reviewer Update
I received this email her.. and am not sure what its about..
---
On 28 Jul 2024, at 11:35, cim_legal <***> wrote:---
AS
Hello there,
What does this mean?I don’t have an account… I'm wanting to remove the missed payments off my credit score account - that should never have been there?
Aco S's updateReviewer Update
31 Jul 2024, 18:15I rep**** the following with my confusion...
---
On 31 Jul 2024, at 18:13, A***@**** wrote:---
AS
Aco S's update31 Jul 2024, 18:15
Reviewer Update
I rep**** the following with my confusion...
---
On 31 Jul 2024, at 18:13, A***@**** wrote:---
AS
Aco S's updateReviewer Update
31 Jul 2024, 18:16I will be escalating this to the ombudsman man now... as per their reply here..
---
On 26 Jul 2024, at 09:39, National Financial Ombud Scheme <***> wrote:
---
On 26 Jul 2024, at 09:39, National Financial Ombud Scheme <***> wrote:
Good day
Thank you for contacting the National Financial Ombud Scheme (NFO), South Africa.
The primary purpose of the NFO is to resolve consumer complaints against financial service providers. The financial service providers within the NFO’s jurisdiction are those provided by our Participants, who comprise:
Banks; Credit Providers; Short-Term Insurers (Non-Life Insurance); Long-Term Insurers (Life Insurance)
You may submit your complaint by completing the attached application for assistance form or submit an online application for assistance by following this link: https://nfosa.co.za/submit-a-complaint/
Please send the completed form and supporting documents to: ***
Kind regards
AS
Aco S's update31 Jul 2024, 18:16
Reviewer Update
I will be escalating this to the ombudsman man now... as per their reply here..
---
On 26 Jul 2024, at 09:39, National Financial Ombud Scheme <***> wrote:
---
On 26 Jul 2024, at 09:39, National Financial Ombud Scheme <***> wrote:
Good day
Thank you for contacting the National Financial Ombud Scheme (NFO), South Africa.
The primary purpose of the NFO is to resolve consumer complaints against financial service providers. The financial service providers within the NFO’s jurisdiction are those provided by our Participants, who comprise:
Banks; Credit Providers; Short-Term Insurers (Non-Life Insurance); Long-Term Insurers (Life Insurance)
You may submit your complaint by completing the attached application for assistance form or submit an online application for assistance by following this link: https://nfosa.co.za/submit-a-complaint/
Please send the completed form and supporting documents to: ***
Kind regards
AS
Date: 04 August 2024 at 09:32:37 SAST
To: A*
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Reply-To: ***
Yello S*** A*** ,
Thank you for emailing Enterprise Client Services.
Please be advised that a credit adjustment was app**** and the account is closed.
Warm Regards,
Anuchka T
Aco S's updateReviewer Update
04 Aug 2024, 12:19I’ve received this email now…
—-
From: cim_legal <***>—-
Date: 04 August 2024 at 09:32:37 SAST
To: A*
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Reply-To: ***
Yello S*** A*** ,
Thank you for emailing Enterprise Client Services.
Warm Regards,
Anuchka T
AS
Aco S's update04 Aug 2024, 12:19
Reviewer Update
I’ve received this email now…
—-
From: cim_legal <***>—-
Date: 04 August 2024 at 09:32:37 SAST
To: A*
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Reply-To: ***
Yello S*** A*** ,
Thank you for emailing Enterprise Client Services.
Warm Regards,
Anuchka T
AS
Date: 04 August 2024 at 12:17:11 SAST
To: ***, ***, businesscustomercare <***>, ***, ***, ***, ***, ***, ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Hello,
I am not concerned about the credit adjustment. I have not had a contract with MTN for years.
I request that MTN remove the missed payments from my credit record, as these were all debit orders. The same applies to my wife’s record—you’ve mistakenly added missed payments to both of our credit records.
Despite 5 months of back-and-forth emails, no one seems to understand what I’m asking.
Which department or person can remove these missed payments from our credit records?
This situation is beyond ridiculous now!
Aco S's updateReviewer Update
04 Aug 2024, 12:21I’ve rep**** now…
—-
From: A*** —-
Date: 04 August 2024 at 12:17:11 SAST
To: ***, ***, businesscustomercare <***>, ***, ***, ***, ***, ***, ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Hello,
I am not concerned about the credit adjustment. I have not had a contract with MTN for years.
I request that MTN remove the missed payments from my credit record, as these were all debit orders. The same applies to my wife’s record—you’ve mistakenly added missed payments to both of our credit records.
Despite 5 months of back-and-forth emails, no one seems to understand what I’m asking.
Which department or person can remove these missed payments from our credit records?
This situation is beyond ridiculous now!
AS
Aco S's update04 Aug 2024, 12:21
Reviewer Update
I’ve rep**** now…
—-
From: A*** —-
Date: 04 August 2024 at 12:17:11 SAST
To: ***, ***, businesscustomercare <***>, ***, ***, ***, ***, ***, ***
Subject: Re: MTN's Troublesome Billing System and Erroneous Missed Payments on my Credit Profile
Hello,
I am not concerned about the credit adjustment. I have not had a contract with MTN for years.
I request that MTN remove the missed payments from my credit record, as these were all debit orders. The same applies to my wife’s record—you’ve mistakenly added missed payments to both of our credit records.
Despite 5 months of back-and-forth emails, no one seems to understand what I’m asking.
Which department or person can remove these missed payments from our credit records?
This situation is beyond ridiculous now!