Unexplained massive bills with no way of resolution, double debits of R37K and incorrect debits loaded for December

<p>I got the shock of my life when I woke up in November to see that I was debited for R32K from MTN. My bill is usually around R2K. I asked my personal banker to reverse the charge until I got to the bottom of the issue. This is where the fun started.</p> <p> </p> <p>I queried the amount with MTN, and was told that I used R29K in data (32GB) over the space of 4 days. I queried how this was possible, but also how MTN could allow me to rack up a bill like this if I had a credit limit in the first place. Many unanswered mails later, and of course my line being suspended, and threats of negative impacts on my credit record, I decided to make a payment arrangement as I need the line for business. At this point I was told that I had an open line, even though I have had my line closed on numerous occassions for reaching my limit.</p> <p> </p> <p>It is worth noting that I use Afrihost for my data for most of the month (usually use 3GB over 20 days or so), and I also have a credit limit on my account for R2,250. I have exceeded this credit limit in the past and had to make manual payments in order to get my lines reopened.</p> <p> </p> <p>I made an arrangment to pay R37K on the 22nd of December. Needless to say, they debited my account twice for R37K as they loaded the debit twice. As this is a manual debit I was not able to get this reversed by my bank, meaning that it is in the *********** hands of MTN. I called on the 22nd to get it reversed, and was told that it would be sent to the right department to action. </p> <p> </p> <p>I followed up today as I have not received the refund, and I was told that they would credit my account for R25K and not the R37K that the incorrrectly debited me for in the first place. </p> <p> </p> <p>What makes matters worse, is that i got an SMS today confirming that my debit order for the end of the month will be R48K, in spite of my account now being in credit.</p> <p> </p> <p>What MTN do not seem to understand that these acts of incompetence have a negative impact on my standing with my bank, my credit record, and on a personal note means that I have been without money over the festive season due to their error, ruining Christmas for my family.</p> <p> </p> <p><strong><span style="text-decoration: underline;">MTN need to answer to me:</span></strong></p> <p>* What the data charges are for in the first place. The illegible Excel spreadsheet is useless, and querying it is impossible.</p> <p>* How they can allow my account to go into such an arrears when there is a credit limit. Still waiting for the "credit department" to come back to me on this one. Surely they are in contravention of the credit act. I was also told that my line was set to "open" when speaking to a consultant, although this has not been the case in the past.</p> <p>* Why they debited my account twice without authorisation. Clearly a human error that has cost me my holiday. </p> <p>* Why they did not cancel the debit order for the end of December when the account is in credit and/or a payment arrangement was made. </p> <p> </p> <p>There is no way of escalation queries through the 808 service, and the customer service experience has generally been terrible with the exception of one consultant who actually listened. It seems that the default position is that the cutomer is at fault and never take accountability for mistakes.</p> <p> </p> <p>I have been a MTN customer for many years and this has honestly turned me off a brand that I used to have an affinity for.</p> <p> </p>