Prepaid Data Bundle Not Provisioned Despite Successful Payment

I am writing to formally lodge a complaint and request urgent assistance regarding a prepaid data bundle purchase that was not provisioned, despite successful payment. On 11 August 2025 at approximately 09:40, I purchased a 15GB prepaid data bundle for R179 via the new MTN app, using the EFT payment option within the MTN App. The payment was made from my Capitec Bank account and was successfully processed. However, the data bundle has not been provisioned to my cellphone account, and I have not received any confirmation SMS from MTN. I contacted your customer care line 135 and spoke to your service champion for support, but was informed that there is nothing further that can be done because I did not receive the MTN SMS, or I should go to the branch to seek further assistance. I'd like to point out that this response is unacceptable. The absence of an SMS confirmation should not negate the fact that the payment was successfully made and funds have left my account. I am attaching the proof of payment for your reference. I sent this to the service desk, the service champion that was assisting, backoffice and complaints email addresses. After sending the proof of payment, here's is their response Thank you for getting in touch with us. Kindly be advised that the transaction for the purchase for 2783******X does not show on our end. Please note that you will need to check with your bank. Case number: BO***

My response to them Good afternoon

Please clarify so I can understand. Are you suggesting that I now bear the responsibility of resolving an issue that has arisen from a service provider you recommended? I bought this data from your App – the transaction was initiated from your APP, not the bank’s app.

I initiated the purchase in good faith, following MTN’s guidance. I would appreciate your support in liaising with the relevant parties to ensure this matter is resolved efficiently. Kindly advise on the next steps from your side, or provide any reference or documentation that may assist my bank in investigating further. I have already provided the proof of payment.

Looking forward to your assistance.