Account Closure and Number Migration Still Not Resolved

Dear MTN Customer Service,

I am writing to formally raise my ongoing concern regarding the unresolved closure of my late mother’s account and the migration of associated numbers to prepaid.

On 19 November 2024, my mother passed away. I subsequently emailed MTN in December 2024, requesting that all associated numbers be moved to prepaid and the account closed. All necessary documentation, including the death certificate, was attached to that email.

Despite this, I was surprised to receive a bill in January 2025. I visited the MTN store at N1 City, where a consultant assisted me and resubmitted all the documents on 25 January 2025.

Following this, only one number was migrated to prepaid. The main account number *** still remained on a postpaid (bill pay) plan despite clear instructions that all numbers be moved to prepaid and the account fully closed.

In July 2025, I visited the MTN Cape Gate store to escalate the matter, as I was still receiving bills. Shockingly, the issue remains unresolved as of today.

It has now been eight months, and MTN has yet to action a straightforward request, despite multiple follow-ups and submission of all required documentation.

I expect this matter to be resolved immediately. Should this not be addressed with the urgency and seriousness it warrants, I will have no choice but to escalate the matter to the Consumer Ombudsman.