A WARNING TO ALL: BILLED R9K OVER 4 MONTHS DUE TO ********** ACTIVITY

Summary of issue: I have been billed an excess of around R9 000 over the last 4 months without no resolve and no serious action/investigation from MTN into solving my issue. Having been paying my monthly payments on time (got two phones on one contract) while debt reversing the large inaccurate amounts. My account is suspended.

My efforts: * 10 visits to the mtn store where I purchased my phones. (Now the store/staff members refuse to help me and recommend that I talk to the owner of the store in his/her personal capacity. That is fishy and very unprofessional MTN) * 2 visits to the main MTN store in my city (Cape Road, Port Elizabeth) with much better service, however unable to help me. Due to MTN policy. They really tried to help, shame. (PRO TIP: 1. Before opening any contract with MTN check Google reviews of their store to see how they will treat you after purchasing your contract. 2. Rather open any contract with MTN, if you so choose, at the main/base MTN within your city. They are more under pressed into unholding their image and they are quicker to resolve issues, I hope at least. Well that is my thoughts.) * 6 emails to customer care. * 7 calls/emails to the ***** department. Although now that I have gathered sufficient evidance/understanding of the issue I think this might be a billing issue/contract issue. * Other social posts. * Affidavit obtained about the issue made and sent.

- Really MTN, Really??? Joh. It's been 4 MONTHS.

Assumptions Of Issue: * The person that helped me open my contract entered my details on the system incorrectly. I know this as the serial numbers on the contract I have signed/Sim cards is NOT the same serial numbers on the system (I have screenshots from a valid MTN employee of this issue).

Proof of assumptions: * Sim serial numbers on my contract are NOT the same as my profile on the MTN system (proof available in contract form) * No Sim swaps performed on my account by me or recorded on the MTN system. Which shows that there was no fowl play by me, but rather an issue with regards to my contract details logged by the MTN employee. All this information was sent countless times to MTN with no result (proof available, also I'm more than happy for MTN to check all records as to my claims.). * I was informed by MTN that during this period my primary phone was suspended (the one not causing the issues), while the secondary phone was NOT SUSPENDED and was allowed to rack up the bill during this time (They were BOTH UNDER ONE ACCOUNT, and as always I have proof of it) * This mtn store/employee is trying to rectify this issue without getting the correct MTN authorities involved. I know big assumptions.

But that is the only reason I can come up with for 10 trips to the store and physically showing this issue to them. Along with the countless open tickets I have logged (You may check your personal MTN sign in records + camera recordings of my consistent attempts. In addition, I have some vocal recordings of my conversations with the consultants as well as emails send by a valid MTN address/by these consultants of screenshots of them being AWARE of this issue).

* If this MTN store/employee is a victim in this situation I will formally/publicly apologize for my assumptions. I'm not unfair, and can be wrong. But as the evidence keeps on pilling up and this matter not taken seriously by MTN. What do you expect me to believe/do??

To this day (12 September 2021): 1.) My account is still suspended (Although, I can activate it as told yesterday by a different MTN employee, I rather opted to keep it closed until everything is rectified/solved), I'm still paying my fixed contract of R1,000 pm) 2.) Someone has racked up around R9,000 in airtime and data fees over the initial 2 months on my account. Due to this billing difference. (Valid assumptions at this point, no concrete evidence had been provided to me up to this point by MTN that proves otherwise). 3.) MTN has provided no resolution regarding this matter, nor have they reached out to me to provide any clarity on the many unanswered questions I have on this issue.

As I said in my last post this was my first contract with MTN after almost 10 years with TELKOM. I thought that MTN was better in terms on network and the protection of personal information. I was severely wrong. I can't believe they care so little about their valued customers and are this pathetic.

I will definitely not use MTN nor any of their products for the remainder of my life due to the way they have treated me in this matter. Their superior network doesn't justify their lack of security in protecting our sensitive information nor in the way they deal with issues such as mine. 4 months??? WHAT???? 4 MONTHS????

That is beyond pathetic MTN.

You should really reevaluate your business systems/customer support MTN.

I'm disgusted.