Thieving company with horrible service regarding overbilling a client

On Friday 02/10/2020 I received an sms notification from my bank that MTN debited R4498 from my account for my cellphone contract which is supposed to be R1199. I then proceeded to call MTN customer service on 135 and was put through to a service Champion Lucia who logged my ticket stating that I was over charged and informed me that it would be resolved in 72 hours working hours which would be the following Wednesday and received a reference number ***.

On Wednesday after not recieving the money or feedback regarding my complaint I sent a DM to @MTNzaService Twitter handle who said they had not received any feedback regarding the reference number but they had escalated the query and would revert back to me once they receive a response. I waited another day and after still no feedback I called MTN customer service on Thursday 08/10/2020 to find out why after more than 72 hours my money had not been returned to me . After an hour on the phone with the service Champion who could not tell me why the money had not be repayed or where the hold up was along the chain, I was then told that the ticket was still open and that the best they could do was escalate it again. I decided to DM @MTNzaService on that day as well for an update only to be told the query was still under investigation and that they would revert revert shortly.

The following Monday 12/10/2020 I sent another DM to @MTNzaService requesting an update and was told that they were waiting for the support team to give feedback and would advise once all was resolved. Not satisfied with this response I then called customer service and spoke to Siphumelele Dlamini who informed me that she could not give me a reason why the query was not resolved or what the hold up was. I asked her to speak to her supervisor and she put Yovell Moodley on the call to whom I explained that I had been waiting for MTN to pay back the money overcharged, he instructed Simpumelele to send me an email stating that she had escalated the query as advised and was waiting for follow up. Satisfied that I had been emailed by a service champion who I could then contact if the matter was not resolved I gave MTN a chance to do what needed to be done as surely they would get back to me.

On Wednesday 14/10/2020 the @MTNzaService account sent me a DM asking if the query was escalated via the contact center to which I responded yes. I was told that the reference was still open, that it was still with the billing team and that they once again requested urgent assistance from the team to give feedback on the query.

On the 20th of October I sent Siphumele an email requesting an update, I have yet to recieve a response to that email. The next day I received a direct message from @MTNzaService on Twitter asking if the query was escalated via the contact center to which I responded yes. I was then told that the reference was still open, awaiting response from the billing team and that @MTNzaService would follow up with the billing team regarding feedback. I proceeded to call the customer care service who could not give me any information about where the hold up was but could only urgently escalate my query.

On 26/10/2020, aware that in 5 days MTN would be debating my account and with still no feedback from MTN's billing department, I called the Call center again to put me through to the billings/accounts office, I was given the number *** and eventually got through to Lindelani Senene a customer service agent who after hearing from me what I had been through with MTN over the past month he informed me that the reason this query was not being attended to was because the first service champion I spoke to logged my query as a system ticket which is usually overlooked by the technical team. The query should have been booked as a Remedy ticket. He informed me that he would now log my query as a Remedy ticket which will take 3 days for MTN to get back to me and then 21 days for the refund. I asked hime to access my account and go through my invoices of the past three month only to find out that not only did MTN over charge me for October but for the past three months of my contract I have paid MTN R9564.00 of which R3597.03 was rightfully owed. MTN has ****** R5 967.00 from a longstanding client who's account has never been in arears.

At this point I was absolutely furious at the money ****** from my bank account by MTN, the poor service in responding to this urgent matter, and the fact that I am powerless against this large corporation who will have no consequences for what they have put me through for the past month.

I write this on the 30/10/2020 and I have still not been contacted by MTN regarding the Remedy ticket that was logged.

I have since stopped my debit order as a method of payment of my account and refuse to pay any more money to MTN until this matter is attended to and I am properly compensated.