Refund not processed , Service Disgusting

Dear MTN CEO

I am writing to express my extreme dissatisfaction with the service I have received from MTN. Despite being a loyal client, I have been treated with utter disregard. The issues began with a misleading SMS notification, which led to an unauthorized double debit from my account. When I contacted your consultants, I was met with inefficiency and a lack of urgency. she kept me on hold as if she was working on the matter and trying to get a manager but proved not to.

It took an unacceptable hour to reach a manager, Luvuyo, who attributed that the delay of a manager assisting and the consultant for not giving him all the information was due to them working from home. Your internal process or challenges must never be used as an excuse to not assist a client who you, yourself confirmed you stuffed up . Despite his assurances, he failed to follow up and call me as promised, and my email was seemingly ignored. The back office requested repeated submissions of the same information, further exacerbating the issue.

Three days have passed, and I still await a resolution or my refund. MTN's incompetence has resulted in them holding four times my premium amount. The lack of accountability, care, and consideration for clients is appalling. I demand immediate attention to this matter and request a full refund.

I will be escalating this issue further if not resolved promptly.