Urgent Complaint: Line Suspended Despite Payment Made

Dear MTN Complaints Team,

I am writing to formally lodge a complaint regarding the suspension of my line despite full payment having been made.

I currently have two MTN accounts. Payments were made for both accounts; however, I was later informed that the funds were incorrectly allocated by MTN to only one account, resulting in one account reflecting a credit balance while the other was marked as unpaid.

As a direct result of this internal allocation error, my line was suspended for “non-payment.” This is unacceptable, as payment was made in full and the error was not caused by me.

I visited an MTN store where a ticket was logged, and I was advised that the resolution may take up to three months. It is unreasonable to expect a customer to remain without service for such a prolonged period due to an MTN billing error.

I hereby request:

Immediate restoration of my suspended line

Urgent correction of the payment allocation between my accounts

Written confirmation once the matter has been resolved

Please note that if this issue is not resolved promptly, I will escalate the matter further.

I expect urgent assistance.