20+ years as an MTN customer with a perfect payment record – and MTN gave ICASA an inaccurate account of my complaint

I have been an MTN customer for more than 20 years and, throughout that time, I have never missed a payment. Despite this longstanding relationship and my excellent payment history, I am extremely disappointed by the way MTN has handled my current issue.

I have made numerous attempts to resolve this matter directly with MTN. I have contacted the complaints department repeatedly and have also followed up with MTN Legal. I was given turnaround times for feedback, but those timeframes have long since passed and I still have not received a substantive resolution.

Because MTN failed to resolve the matter, I escalated the complaint to ICASA under reference GAU007159/26.

What concerns me most is MTN's response to ICASA. MTN apparently advised ICASA that my service had been restored, that I had been contacted and the matter explained to me, and that I was satisfied with the outcome and agreed that the ICASA complaint could be closed.

None of this is true.

My service has not been restored. I did not confirm that the matter was resolved. I did not say that I was satisfied with the outcome, and I never authorised ICASA to close my complaint.

I have already formally advised ICASA that I reject MTN's proposed resolution and have disputed the accuracy of the information MTN provided to them.

I find it extremely concerning that, after failing to resolve my complaint within its own stated timeframes, MTN then provided ICASA with an account of the situation that I say is factually incorrect.

After more than 20 years as a loyal customer, with not a single missed payment, I expected considerably better treatment.

I am asking MTN to stop passing the matter between departments, take ownership of the complaint and provide a proper written resolution. I also want an explanation as to why information that I dispute as being untrue was provided to ICASA.

I am not looking for a generic apology or another reference number. I want the underlying issue resolved and an accurate response provided to ICASA.