Over the past 2 years MTN has wrongly allocated my payments to a business I have no affiliation with and as a result my credit score has been affected A LOT

My account was handed over to a collection agency as MTN was not picking up payments. Over the last two years I have tried to co-operate with the agency and MTN.

I have paid my account for the last two years yet these payments were not decucted from my account , rather it was decucted against some government business who was now using my old phone number (MTN never notified me that they will be recycling my cell number)

I have forwarded my proof of payments to both MTN and to the agency yet nothing has happened . my credit score is extremely low because of this .

when I try to contact MTN to handle this , they either tell me they need to transfer me to someone else because i am on a older system or they transfer me to legal where I wait 20 min per phone call with only a waiting tone and no answer . so in summary , I have over two years of payments on my credit records that show as " missed" , yet I have paid and MTN has done nothing to help rectify the situation

is my next step to take legal action against MTN ? Credit scores affect major decisions like financing a house or a car .

I am so tired of being put on hold and dealing with being transferred between people and departments with literally no help .

Terrible service , I feel like a service provider such as MTN should give better service than this .

This has affected my quality of life drastically , there should be accountability