Theft. Zero accountability. The reason I won't eat this month.
MTN has double debited me for an additional R2800.00 at the end of February 2023. While they acknowledge that they have incorrectly debited me, it has been a relentless battle to have my refund processed. On Thursday 02 March I was advised that the refund would take 48-72hrs to reflect. On Monday 06 March I have called the contact centre to follow up as the refund is not reflecting in my account. On 06 March I was advised that it will, in fact, take 7 - 14 working days for my refund to reflect. R2800 is alot of money. My family's livelihood depends on that refund being processed and to make me wait half a month for no error of my own is unacceptable. Then there's the manner in which my call was managed on Monday 06 March. 1. Initial contact- customer care, where I escalated and asked to speak to the floor supervisor or someone who had the authority to expedite my payment. 2. The floor manager, who suggested I be transferred to finance. I asked that I please be transferred to a manager in finance, as I did not see value in speaking to an agent and starting this process of verification all over again. She did not follow this simple request, and my call was transferred to finance and was met by an agent who requested my verification details all over again. This agent put me on hold to check my account - and then transferred me to the pension department? 3. The pension department agent transferred me to customer service. Once I was m3t by an agent there, I requested a manager immediately. 4. This manager (who called himself a team lead) attempted to assist me, but at this point, the focus became that i was angry (rightfully so), which then gave him right to drop my call according to him (which he did). 5. I called customer service again, Aneesa answered the phone. I asked for her manager as I refused to repeat the security questions and context for the 5th time to someone who I already know cannot assist me. She hung up on me. 6. I called customer service again, and was met by the 6th agent for the day, who did his best to be as transparent as possible - but essentially wasn't able to assist me in expediting my refund request. This was apparent when he put me on hold and eventually dropped my call. And so here I am.
Other notable information: Up to and including today, I have a total of 8 reference numbers pertaining to this query and zero resolution.
I am unable to meet my monthly obligations as a result to this outright theft from MTN and it is very clear that their agents, team leads and floor supervisors are taking zero accountability or ownership of this matter. I have been thrown around their contact centre since 02 March and not receiving this money immediately means I am unable to feed my family.
I am disgusted by my experience to date, and cannot fathom that a company as large as this, is unable to process a simple request or manage their "valued customers" with the respect and care they deserve.
In this economy, no one has the financial freedom to have almost R3000 of their monthly income tied up for indefinite weeks (14 working days is 3 weeks of the month).
How does MTN expect me to live through this month? The reality is, that they don't care. South Africans are struggling, and corporations like MTN have zero regard. I am truly disgusted by my experience and I am helpless to the fact that I am tied into a contract with this company whereby when I breach, my services are suspended, but when they are in breach of over charging me, it's a matter of their month long process and zero accountability. I can't even cancel the contract without incurring penalties. So here I am. Stuck in an abusive relationship with MTN.