Refund of a cancelled order

I am extremely disappointed with the level of service I have received from MTN regarding an online order that was placed on 8 September 2026.

The order was successfully placed online, and payment was deducted from my bank account. At no point was I informed that there was an issue with the order. I later discovered that the order had been cancelled without any communication from MTN. No email, SMS, phone call, or notification was sent to advise me of the cancellation or explain what would happen to the money that had already been deducted from my account.

Since then, I have been sent from pillar to post trying to obtain assistance and a refund. I have contacted MTN multiple times and have sent emails requesting help, but I am either not receiving responses or am being asked for documents that are not reasonably available to me.

The latest issue is that MTN is requesting a PDF proof of payment and other banking documents. This was an online purchase where payment was processed through MTN’s online system. I did not manually transfer funds into MTN’s account, so I do not have access to the type of proof of payment being requested. I have already explained this, yet it appears that because I cannot provide documents that do not exist in my possession, my refund request is not being processed.

I have provided what I do have, including evidence that the payment was deducted from my account and confirmation of the order. MTN should be able to trace this transaction through its own systems using the order details and payment records.

My concern is simple: MTN accepted payment, cancelled the order without notifying me, and has still not refunded me. Instead of resolving the issue, I am being subjected to delays, repeated requests for information that is not available to me, and a lack of meaningful communication.

I am requesting the following:

1. Immediate investigation into this cancelled order.
2. Confirmation that my payment was received by MTN.
3. Processing of my refund without further unnecessary delays.
4. A clear explanation as to why the order was cancelled without any communication being sent to me.
5. A response from a representative who can take ownership of this matter and resolve it.

I am not asking for anything unreasonable. I simply want the money that was deducted from my account to be refunded. I hope MTN will address this matter urgently and restore confidence in its customer service processes.

I was given a case number bo*** but still with that no one has cared to assist me.