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MTN is failing to resolve a simple billing query that has persisted since April 2021. My service keeps getting cut and I am receiving no assistance from MTN to sort out what should be a very simple matter to resolve.

During or about the 18th April 2021 I received an SMS from MTN advising me that my account was in arrears and failing payment my services will be terminated. I contacted MTN per email and queried the issue. I was advised that my account was placed in collection and that the payment for my bill March 2021 was not received. I provided MTN with proof of payment and my bank statement for the period in question. My services resumed.

During or about the 18th October 2021 I received an SMS from MTN advising me that my account was in arrears and failing payment my services will be terminated. I contacted MTN per email. I provided them with all proof of payment for the billing period May to September 2021. I was instructed to forward same to the collection department which I then did. I received no reply. I telephone MTN customer care. One service agent advised me that I need to provide proof of payment for my February bill, which I duly did. Another subsequent agent advised me I needed to again provide proof of payment for my March bill, which I duly did. I was advised to wait 3 to 5 days before following up on my query.

On the 22nd October 2021 I received an email from MTN collections department advising me that the payments were allocated and my account remained in arrears. I inquired what invoice payment was outstanding so I may provide them with proof of payment. I received no reply.

I telephone MTN where the customer care agents advised was unable to advise me what month I was in arrears with.

Since May 2021 I have telephone MTN 11 times and have spoken to no less than 6 customer care agents. My inquiry has been escalate at least twice. To date hereof there is no resolve to my billing complaint and MTN is failing to communicate with me at all.