Account Miscommunication and Line Termination Concern

I am writing to formally express my frustration and concern regarding the handling of my account and the recent termination of my mobile number. I have been an MTN customer for over 12–15 years on the same number, and up until last year, I have always managed my account responsibly. Due to unforeseen financial difficulties, I did fall into arrears — which I fully acknowledge and have been actively trying to resolve. However, my experience with Nubebt has been extremely inconsistent and disappointing. Each time I contacted the call centre, I received conflicting information regarding my account status. In an effort to resolve this, I emailed on 3 February requesting my outstanding balance and the required amount to have my line reactivated. After receiving no response, I had to follow up again on 26 February. I only received a response on 4 March from Magdalena Buys, advising that an amount of R8,285.60 needed to be paid within that same week. At no point in this communication was it made clear that failure to meet this deadline would result in the permanent termination of my number. What is most concerning is that: * No clear or consistent communication was provided throughout this process * No warning was given that my number would be permanently terminated * No one from either MTN or Nubebt made any proactive attempt to contact me regarding such a critical outcome I was only informed yesterday, by yet another agent, that my number has now been terminated. This has caused a significant inconvenience and disruption, as this number is linked to my banking apps, personal accounts, and important day-to-day communications. Losing access to it has serious implications for me. While I understand that my account fell into arrears, I believe I have not been treated fairly as a long-standing customer who has been trying to resolve the matter in good faith. I am urgently requesting that you: 1. Confirm whether there is any possibility of reinstating or recovering my number 2. Advise on what steps I can take, including settlement of the outstanding amount, to have my line reactivated 3. Provide a clear explanation as to why proper communication and escalation did not take place before terminating my number I would appreciate your urgent attention to this matter and a prompt response.