Customer service agent capturing wrong information

Dear MTN Customer Care / Complaints Department,I am writing to formally lodge a complaint regarding the suspension of my MTN lines as a result of an error made by an MTN agent, as well as the unacceptable manner in which my attempts to resolve the matter have been handled.I have contacted MTN on numerous occasions in an attempt to resolve this matter. Instead of receiving assistance, I have repeatedly been transferred from one agent to another, taken back and forth without resolution, and had calls terminated/hung up while trying to obtain assistance.The initial error on my account was made by an agent named Guletu. I have explained the matter to subsequent agents and made it clear that the current situation arose because of an error made by an MTN representative. Despite this, my lines remain suspended and I have not received an adequate resolution.I also spoke to an agent named Faith, from whom I specifically requested the name and surname of the supervisor responsible for the Collections department. Faith refused to provide me with the supervisor’s name and surname. During the interaction, I was repeatedly placed on mute and left waiting while attempting to obtain this information, rather than being properly assisted.I find this conduct completely unacceptable. I am the customer whose services have been affected, and I am entitled to have my complaint properly investigated and escalated rather than being passed between agents without resolution.I therefore formally request the following:

1. Immediate investigation into the error made by Guletu and the subsequent suspension of my lines.
2. A clear written explanation as to why my lines were suspended and the basis upon which the suspension was authorised.
3. Immediate restoration of my lines, where the suspension resulted from MTN’s own error or incorrect account action.
4. The name and surname/designation of the supervisor responsible for handling or overseeing my Collections matter.
5. A full investigation into the conduct of the agents who handled my calls, including Faith, particularly regarding my repeated requests for escalation and the manner in which my calls were handled.
6. A formal complaint reference number and confirmation that this matter has been escalated to the appropriate senior department.
7. Confirmation of what steps MTN will take to prevent further incorrect action on my account.
8. Appropriate redress for the inconvenience, loss of service and distress caused by the incorrect handling of my account.

I wish to make it clear that I am no longer requesting that this matter be treated as an ordinary customer-service enquiry. This is a formal complaint and escalation.I am aware of my rights as a telecommunications consumer under the applicable Electronic Communications Act 36 of 2005 and ICASA’s consumer-protection framework, and I expect MTN to deal with this complaint fairly, reasonably and within the applicable complaint-resolution procedures.I have made every reasonable attempt to resolve this matter directly with MTN. If the matter is not properly addressed, I reserve my right to escalate the complaint to ICASA and provide them with the relevant correspondence, complaint references, call details and any other supporting evidence.I request a written response to this complaint and confirmation of the steps MTN will take to resolve the matter.