Service Complaint

I've been a client for Mtn for more than 10 years and honestly I've never had any bad experience since last month.

I received a call from a very friendly Mtn consultant his name is Mohammed. He called to advise that I was due for an upgrade however I will have to pay an outstanding bill(jab payment) of R605.64 at the end of September.

To my surprise Mtn double billed me for the same amount. On the 01/10/2022 I called #135 to advise about the transaction and I was told that there is an excess payment on my account, which I can ask them to allocate for Oct payment or ask for a refund.

That is where the nightmare began. Monday the 3rd of October I submitted the bank statement for the refund. And I did not receive any acknowledgement from Mtn. I followed up after 72hrs by calling #135, and was told there was no evidence of or receival of any documents from my end. I later received irritating Sms' advising about the open tickets or closed tickets, which is useless. At times I would call and would be asked to hold because they are still checking then they would hang up. After 2 weeks of going back and forth and not receiving any positive outcome from Mtn, I went to the bank and reversed the payment. To my surprise after the reversal my line was suspended. I then called the useless #135, they then hung up again. Went to the nearest Mtn outlet, the service was appalling to say the least, at first they were not sure why the line was suspended. And because I refused to leave without getting answers, I was told there's an outstanding fee of R139. 00 for February that I should pay before they could open my line. Shocking, because I was given an amount to pay so to keep my account up to date and now there is an outstanding from nowhere? Moreover this was brought to my attention 2 days after I have received a phone(upgrade). How is that possible? They told me they don't know, and obviously the consultant gave me an incorrect amount. Just like that. Whose fault is it? In a nut shell your service sucks. I need to know where the R139 fee is coming from? And why must I suffer for your incompetence? My line was suspended since last week Wednesday and no one is willing to assist from Mtn side. Honestly I regret accepting the upgrade offer again from Mtn, because this means that I will have to go through this **"*# for the next 3 years.

I need answers!