I had a query with some of the charges on my account and spoke to an agent at the MTN call centre on 18 November 2013.
she said due to the outstanding query she will cancel the debit order and she will change my status on the system that i am a cash paying customer. i received the sms to confirm that. on my debit date, MTN debited my account and defied the arrangement we had in place for the month.
i called MTN and encountered problem as supervisor do not want to speak to customers, i was called by portia who said she will arrange for the refund yesterday. i asked her if the query has been solved and she said they were waiting for billing to update the status of my query. She called me today and told me that billing subtantiated the charges and they will not be refunding me.
My problem is MTN think they are on my bank account. they dont want to refund my money after they broke the agreement we had in place.
Because they have the money on their side they resolve the query quickly so that they can not refund me.
The principle should be refund my money and i will pay them. they must stick to the agreement.
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