Urgent: Dispute Regarding September 2025 Debit Order – Proof of Payment Request

Dear MTN Complaints,

I am writing to formally raise a concern regarding the debit order processed on 25 September 2025 from my Nedbank account for my MTN account.

You have informed me that due to a technical glitch, MTN did not receive payments made via debit orders in September. However, I have verified with my bank, and I can confirm that the debit order was successfully processed and the funds did not return to my account. I have attached my September 2025 bank statement, which clearly shows that MTN successfully debited the funds on the 25th.

Despite this, I have now been asked to provide a proof of payment. As I’ve explained, Nedbank does not issue individual proof of payments for debit orders. A bank statement is the only formal record available for debit order transactions, and it is considered valid financial evidence.

I am therefore requesting MTN to:

Properly investigate the September debit order using the bank statement provided.

Accurately allocate the payment to my MTN account to reflect that payment was made in full.

Refrain from charging or demanding a duplicate payment for September, as I will not pay twice for a service I have already settled.

Should MTN continue to disregard the evidence provided and fail to resolve this matter appropriately, I will have no choice but to escalate this issue to the Telecommunications Ombudsman for further investigation. I believe it is unacceptable and potentially *****ulent for a company to debit customer accounts, then deny receiving the funds without conducting a full and proper internal investigation.

I kindly ask that this issue be resolved as a matter of urgency, as it affects my account balance and my budget for October 2025.