Formal Complaint: Phone Yami at Ackermans / MTN – ****** Phone and ITC Number

I am lodging a formal complaint regarding a cellphone that was ****** on Monday, 17 August 2026.

I purchased the phone on 4 June 2026 through Phone Yami at Ackermans in Commissioner Street, Boksburg. This is where I app**** for and purchased the phone, and I am currently paying the contract.

After the phone was ******, I went to the police station on 18 August 2026 to report the theft. I was advised that I needed an ITC number in order to proceed with the case.

Since then, I have been going back and forth between MTN and Phone Yami/Ackermans. MTN requested the phone's IMEI number, which I provided using both IMEI numbers printed on the original box.

However, MTN keeps telling me that they cannot see the device on their system, or that the IMEI numbers I provided are not linked to the device that was issued to me.

I have contacted MTN numerous times throughout the week, and every agent I have spoken to has advised me to go back to Phone Yami/Ackermans, because that is where I purchased the phone. When I go back to the store, however, I am told that there is nothing they can do because the network provider is MTN.

This has left me completely stuck.

I purchased the phone through Phone Yami at Ackermans, I am paying for the contract, yet MTN is saying that the device is not properly registered or linked to their network.

I now have a ****** phone, I cannot obtain the ITC number, and I cannot properly proceed with the police case or the relevant insurance process.

I have spent the entire week trying to resolve this matter, but MTN keeps sending me back to Phone Yami/Ackermans, while the store tells me to deal with MTN.

I need the relevant parties to communicate with each other and resolve this issue instead of sending me back and forth.

I urgently need clarity on:

1. Why the device/IMEI is not properly linked to MTN. 2. Why I cannot obtain the ITC number. 3. Who is responsible for correcting the device registration. 4. What assistance Phone Yami/Ackermans can provide, considering that I purchased the phone through them and am paying the contract. 5. How I can obtain the ITC number so that I can properly report the ****** device and proceed with my police case.

I am extremely frustrated and disappointed with the lack of assistance. I purchased the phone through what I believed was a reputable retailer, and I should not have to spend an entire week going back and forth between the retailer and the network provider to resolve an issue concerning a device that was sold to me.

I am asking for urgent intervention and a clear resolution from Phone Yami/Ackermans and MTN.