Billing Failure, Unauthorized Changes, Data Loss & Account Suspension

Subject: URGENT FORMAL COMPLAINT: Systemic Billing Failure, Unauthorized Changes, Data Loss & Account Suspension – Cellphone Numbers *** & ***

Dear MTN Complaints Management Team, I am lodging a formal and urgent complaint regarding severe, systemic failures on my account that have been ongoing for the past five months. 1. Customer and Account Details * Full Name of Account Holder: Tasneem Lakay * ID Number: 780305.......086 * Primary Cell Number (MSISDN): *** * MTN Account Number (If Known): [Your MTN Account Number] 2. Details of the Complaint (Last 5 Months) A. Unauthorized Contract & Failed Cancellation My wife, Tasneem Lakay, initiated an authorized contract or data bundle on my account without my consent. Furthermore, I have repeatedly contacted MTN to request that this authorized contract be cancelled and converted to a Pay-As-You-Go service. Despite these repeated requests, MTN has failed to execute the cancellation or conversion, compelling us to make unnecessary payments while the service remains incorrectly classified. B. Systemic Billing and Data Delivery Failure * Forced Manual Payments: For the last five months, MTN has failed to process the debit order for my primary data bundle contract. This systemic failure has forced my family to make manual payments every month to prevent service interruption. * Failure to Deliver Service: Despite making these manual payments, I have not been receiving the allocated data for my contract on my number ***). I have been paying for a service that MTN has failed to deliver. C. Account Suspension Due to MTN's ongoing administrative failures, my account has now been suspended. This is unacceptable, as the underlying issues (unauthorized contracts, failed debit orders, and undelivered data) are a direct result of MTN's system and personnel errors, not my non-payment. 3. Required Resolution I require the following specific actions to be taken immediately: * Immediate Resolution & Unsuspension: The suspension on my account must be removed immediately as it is unjust and based on MTN's operational failures. * Contract Correction & Cancellation: The unauthorized contract must be immediately cancelled and officially converted to a Pay-As-You-Go service, as repeatedly requested. * Data Reimbur*****t: I require the full data owed to me for the last five months, which I paid for but never received, to be credited back to my account immediately. * Full Refund/Compensation: I require a refund or compensation for the five months of failed service delivery and the considerable time and effort spent on manual payments and repeated calls to resolve these internal MTN errors. * Investigation: A full investigation into why the service was paid for but not delivered, and why the cancellation/conversion was repeatedly ignored. I expect a formal acknowledgement of this complaint and a complaint reference number within 24 hours, and a final resolution within 7 calendar days. Failure to resolve these severe issues will result in immediate escalation to the Consumer Goods and Services Ombud (CGSO) and ICASA.

Thank you for your urgent attention to this serious matter.

Sincerely,

Kaashief Lakay *(Contact my wife on *** as the person who took up the data bundle contract for me)