Very poor service

Very poor service

I have a Superflex month to month account which is deducted via debit order each month. Unfortunately the debit order was about in the middle of the month and I had missed a payment. So I reached out to MTN on their WhatsApp Chat. I was given bank details to make said missed payment. Due to the annoying time of the debit order I figured payment made on the date of, is the date which the debit order will be deducted, so I made payment the 31st of Aug this year. A day or so later I have no payment reflecting and, have spoken to a MTN consultant via WhatsApp and was told to wait a few days for the amount to reflect (I believe this was 2-3 business days). I eventually have to reach back out via WhatsApp and then reached a lady named Krishnaveni Kanniah. At first she made a lot of effort to help me resolve this matter. She gave me a call to get to the bottom of my concerns. It turns out the MTN agent namely Zelephi, whom I spoke with on the 13th of Aug originally asking for bank details had sent me the incorrect information. Krishnaveni had suggested I make payment to the correct account, and I can then request a refund of the money I have paid in the first place which should take about 5 business days. On the 4th of Sept this year I paid the amount once again (now being double the amount required). The payment reflected immediately and I thought surely things will only start looking up from now on. I was unfortunately wrong. To this day I have not received my refund and Krishnaveni has fallen off of the face of the earth. She comes back to respond to her emails when she feels like it as the last email she sent me with any almost helpful information was dated the 1st of Oct this year where she had said there is a ticket logged and she will be on leave till the 8th Oct, and will reach out once she is back. She has either not come back from leave or has again disappeared since I have not heard anything from her.

I have reached out multiple times to resolve this matter and have reached a level of disbelief in MTN’s ability to provide services to customers.