Complaint Regarding Incorrect Blacklisting of Device and Lack of Assistance

I am writing to formally lodge a complaint regarding the handling of a lost cellphone report and the subsequent incorrect blacklisting of a device.

My partner lost her cellphone on Monday while travelling home from work. In 2024, she took out two cellphone contracts with MTN, both of which are insured by Santam.

On Monday evening, we contacted the customer care line to report the loss. However, the two agents who assisted us advised that their systems were offline and instructed us to call back at 10:00 PM.

The following morning, Tuesday, we were assisted by Thabisa, who requested the IMEI number of the lost cellphone. We provided the IMEI number displayed on the box of the lost device. Thabisa informed us that the IMEI number provided was linked to the other device on the account. She then requested the IMEI number of the second device, which she indicated was linked to the lost cellphone and would therefore need to be blacklisted.

Approximately two to three hours later, we discovered that the incorrect device had been blacklisted and was no longer functioning. We immediately contacted customer care to explain the error. We advised that the device still in our possession has an IMEI sticker on the back of the handset and that the IMEI number displayed there did not match the information reflected on the system. At this point, we were further informed that there was an issue because a claim had already been logged and we had already obtained the necessary documentation from the police station.

Since then, we have made numerous attempts to resolve the matter and have spoken to several agents, including Athenkosi, Jabulile, Anovuyo, Thabisa, and Rorisang. Despite these efforts, we have not received any meaningful assistance or resolution.

Furthermore, when we requested to speak to a supervisor, Layla van Wyk refused to take our call and instead advised us to visit the nearest MTN store for assistance.

To date, the matter remains unresolved. We are extremely concerned and disappointed by the lack of support, poor communication, and the incorrect blacklisting of a functioning device due to what appears to be inaccurate system information or procedural errors.

We respectfully request that this matter be investigated as a matter of urgency, that the incorrectly blacklisted device be restored, and that we receive assistance in correctly processing the claim for the actual lost cellphone.

We look forward to your urgent response and resolution of this matter.

Yours sincerely,

Bonolo Manesen *** Siphesihle mathebula *** / ***