LP
Lebogang P

1 reviews | Active since Oct 2012

22 Sept 2015, 11:23

Suspended contract number for a paid up account

I am beyond irritated with MTN. <br> I made a call to 808 number on Aug 26 between 16:00 and 16:30 requesting for a change in banking details. I was assisted by one of your contact centre agents whom I asked whether the debit order will go through on my new banking details. Was advised it would not go through as the debit order had already been sent through to go off on the old banking details. The agent assured me that it would not be taken off from the new banking details. I advised the agent I would make an EFT payment the day I get paid in order to avoid any problems. I made a payment to MTN on Aug 28 based on payments that have previously gone off from my account as there is not set amount, however it seems as if this was not recorded. I also received a sms for a returned debit order from my NEW banking details. A couple of days later both my numbers have been suspended and I cannot get through to your contact centre lines because 173 tells me my number is suspended and that I should call my service provider who the last time I checked was you. The 808 contract line tells me that my number is invalid. This is surely a good reason to request CELL C to buy out both my contracts.

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Replies (1)
MTN South Africa
MTN South Africa's reply22 Sept 2015, 17:01
Official
Hello Lebopeega,

Thank you for your post.

We are terribly sorry for the inconveniences that you experienced as a result of this. We completely understand the frustration it causes.

Thank you for your payment received on the 28th August, however that was for the July invoice.

Your banking details were updated on the 26th August, however the debit orders were already submitted to the bank for August therefor the debit order returned unpaid. Currently there is an amount of R1 493.83 outstanding of which R804.882 will be deducted at the end of September.

Thank you for bringing this matter to our attention and would like to assure you that we are actively working to improve our service levels.

Regards
Veronica