Urgent Refund Request – Case ***

Good Day,

I am writing to formally lodge a complaint regarding the duplicate debit from my account. MTN deducted funds twice this month — on 27th and 30th — amounting to an extra charge of R1,300.

I immediately reported the issue, and MTN confirmed that an additional, incorrect amount was indeed taken from my account. Following your request, I submitted my bank statement and proof of payment within 10 minutes, and MTN confirmed receipt of the documents. However, despite this, I was informed two days later that the documents were still “awaiting submission.” I re-sent them as requested, and was told the matter had been escalated.

To date, despite several follow-up emails and calls, I have still not received my refund of R1,300. This is unacceptable.

I am highly disappointed with MTN’s handling of this matter and am considering cancelling my contract and moving to another network service provider if this issue is not resolved immediately.

Kindly treat this matter with urgency.

Case ***

Regards, Rowan