New account system - unable to pay my account

Apparently MTN are changing their accounts system and I do not appear to have been advised that the account number I was using for the past 23 years to pay via EFT was changed. I only detected this when my latest statement arrived on 19 November and my payment wasn’t reflected. I immediately logged a call - SR***. Since 19 November to date, I have spoken to 6 Agents who claim that the banking team have not responded to the request. The Agents claim that they have no power other than to keep escalating.

To compound matters, when I try to update my online banking to reflect the new account number, it is rejected.

Now my account is 2 months in arrears and I am unable to pay MTN.

The Agents have placed a “payment arrangement” on my account, but this does not help my credit profile, nor does it resolve the issues.

After 23 years of loyalty, I am considering alternate options. I would be grateful if the Banking team could please action my requests.