Complaint - no resolution on ***** reported on 12 July 2022

There has recently been ********** activity on my account, which I had reported immediately on 12 July 2022, around 17:30.

Ref no: ***

Ref no: ***

Ref no: ***

Numerous other numbers of cases being opened and closed (deactivating the data bundles etc by Moerieda on Sun 17/07/22)

I received a call from ***, a lady claiming to be an MTN agent, advising that they are calling to confirm a sim swop, and plan change requested via the MTN app.

I advised her that I do not have the MTN app on my phone, have not requested a sim swop, nor did I upgrade or change my plan at all.

She then said that she would assist me in blocking this request, and needed a pin from MTN.

Obviously I was already frantic as this was nothing I had authorised, so when I received an sms with the pin, I gave it to her.

She promptly cut the call.

Immediately thereafter, I began receiving sms’es for Checkers Wi-codes purchases, recurring data bundle charges and sharing data / airtime of R200 with an unknown cell number being ***.

My plan was **********ly changed from a top-up xs package that is currently R505, to some NChoice Price plan with a limit of R7464 which I did not request nor did I authorise it.

Just as immediately, I contacted MTN customer care on 12/07/22, and reported it.

I was assured that a case of ***** has been opened, (reference numbers above) all further activity has been blocked and I could expect a call from an agent, the next day or so.

I then received an sms saying that my spend limit has been changed to R200, and the agent advised the same.

My argument is that I did not change my package so why is there now a spend limit? I was told it was because R200 was already shared with the 065 number mentioned above.

I did not receive any feedback from MTN, hence I called back on Thursday 14/07/22, only to be told that it would take up to 21 days to resolve.

On Sunday 17/07/2022, I began receiving texts again about recurring bundles being purchased.

I immediately contacted Customer Care and spoke with Moerieda Mayer, who stopped or deactivated the bundles and assured me that she would personally call me back after investigating further.

Before ending the call I asked her to confirm my billing details – she advised that I am on the XS package, however my bill was well over R6000, and it would be debited off my bank account on my next billing date.

I cannot incur such a massive financial inconvenience, as I reported the ********** activity immediately on Tuesday 12/07/22 & there should not have been any further activity allowed on my account (Sunday 17/07/22).

I do not even have that amount available in my account – and if I am debited for anything other than the R505, my home loan and other debit orders will also bounce.

This will then attract unpaid debit order fees, which I know MTN will not compensate me for.

I have subsequently contacted the customer care line again and requested to change my payment method from debit order to cash (in store), which was done, and I will make payment this week.

I have been continuously following up on the status of the investigation, and was advised on 01 August 2022, that no notes were made by the agent, hence the case was closed.

The ********** data and other purchases were not reversed / credited / removed from my billing.

Every second day or so I follow up and am given the run-around, one day I was told that I have called so many times, they cannot help me any more as I could be the person doing the *****!!!

This is ridiculous!!!

MTN customer care is providing very poor service, and I cannot accept that I am liable for the charges on my account, after immediately reporting the ********** activity.

I cannot be responsible if the agent did not make any notes on the system.

I have too many reference numbers for each time I called, and much too many reference numbers for the cases being opened and closed, with nothing being resolved.

My last interaction with an agent on Monday 01/08/22, resulted in her opening a new case and advising that this will now take 21 days to resolve.

This is all very frustrating, and really the most awful experience with MTN.

I implore your ***** department to view my history with MTN - I have always been on lower end top-up packages, never defaulted in payment, never shared data or airtime or had those types of packages, and have been a loyal customer since around 2006 – with the same cell number.

I have also sent the same mail on 03 August 2022 to - ***, ***, ***

No response or feedback yet.

Please I need assistance in resolving this.

Regards, Sean Munoo