DISGUSTED BY MTN

IF YOU ARE EVER THINKING OF USING MTN AS YOUR CELL PHONE PROVIDER, DO YOUR SELF A FAVOUR AND READ MY ENTIRE POST BELOW TO FIND OUT EXACTLY HOW MUCH THEY VALUE A LOYAL CUSTOMER OF OVER 20 YEARS. HOW THEY EXCUSE GIVING A R399 A MONTH CLIENT, A CREDIT LIMIT OF R11 000 OVER THE PHONE WITH OUT EVEN GOING INTO A STORE, AND THEN BLAME IT ON YOUR OWN STUPIDTY AND YOUR ACCEPTANCE OF THEIR TERMS AND CONDITIONS.

I HAVE JUST HAD R9 939.46 TAKEN OUT MY ACCOUNT CAUSING ALL MY OTHER DEBIT ORDERS TO BE RETURNED AT A HUGE COST TO ME ON TOP OF THAT.

ABSOLUTELY DISGUSTED IN YOU MTN........SHAME ON YOU!!!!!!

From: Phiwokuhle Gasa [ MTN South Africa ] <***> Sent: Friday, 16 April 2021 12:30 To: Consumer Protection <***>; Lwazi Myeza <***> Cc: Complaints Management Team <***>; Kagiso Monyatsi [ MTN South Africa ] <***> Subject: RE: Re: ICASA Complaint Escalated to Licensee - GAU011754/20 ICASA:*** [#***]

Good day

MTN has established that the additional charges were due to a ********** perpetrated against the consumer. This matter will be appropriately dealt with by law enforcement agencies. MTN will duly co-operate. As per the subscriber agreement: MTN is not liable for loss or damage that results from any ********** activity, including online banking, cell phone banking, application and/web-based banking, SIM cards or number portability. Further, MTN plays no part in the compromising of the consumer’s personal information that resulted in the loss. The disclosure of the personal information is the ultimate cause of the loss suffered by the consumer. Warm regards, Phiwokuhle Gasa Special Regulation & Consumer Specialist C: +***7 *** | www.mtn.co.za This email is confidential. If you have received it in error, you are on notice of its status. Please notify us immediately by reply email and then delete this message from your system. Please do not copy it or use it for any purpose, or disclose its contents to any other person as to do so could be a breach of confidentiality. Thank you for your cooperation From: Consumer Protection <***> Sent: Friday, 16 April 2021 07:11 To: Phiwokuhle Gasa [ MTN South Africa ] <***>; Complaints Management Team <***> Subject: FW: Re: ICASA Complaint Escalated to Licensee - GAU011754/20 ICASA:*** [#***] Good Morning MTN Please see a counter email below from your customer. Regards Lwazi Myeza ICASA ------------------- Original Message ------------------- From: Phiwokuhle Pearl Gasa Received: 2021-04-12 08:21 PM To: Consumer Protection; Consumer Protection; <Consumer Complaints> Subject: Re: ICASA Complaint Escalated to Licensee - GAU011754/20 ICASA:*** [#***]

Dear Lwazi ,

Thank you for the email , please be advised consumer was a victim of OTP ****. 1. The ********** will send the victim an SMS with a predefined OTP 2. The ********* will call the victim and notify them of the urgency or ********** SIM SWAP on their account. Then recite the predefined OTP in the call to create trust with the victim. 3. After reciting the OTP, they would ask the MTN subscriber for another OTP that is sent to their number. 4. The second OTP is a genuine system generated OTP, for customers who wish to access their account via the MyMTN App. 5. The caller would ask for the genuine OTP to allegedly reverse the urgency i.e. SIM swap. 6. Once the subscriber shares this OTP, the ********** gain access to their account and would transact **********ly and customers receive notifications in this regard and only become aware of the ****. As per OTP sms , customers are advised not to share the Our OTP message refers “ Your MyMTN OTP is:8888. Do not share this OTP. MTN is not liable for incidents that result from sharing your OTP. Consumer compromised the OTP therefore charges are valid and consumer is liable.

Regards Kagiso Monyatsi MTN Complaints

--Original Message-- From: *** Date: 03/15/2021 04:47 AM To: *** Subject: ICASA Complaint Escalated to Licensee - GAU011754/20 ICASA:*** Dear Phiwokuhle Pearl Gasa , The following complaint has been logged with the consumer Complaints Department of ICASA: GAU011754/20 Name of Complainant: Kelly Winfield Contact Details: Preferred method of communication: Email Address: Home Phone: Business Phone: Cell Number: *** Email Address: *** Fax Number:

Complaint Details: On Thursday at 10:04am I received a phone call from an 083 (MTN) number, and the chap on the other end said he was from MTN ***** division and was checking to see if I had app**** for a sim swop. When I told that I had not, he said that it did seen irregular and that was the reason for his call. He then said to confirm that he was in fact talking to the correct owner on the cell number, he needed to send me a one-time password, which all made sense to me. The OTP’s that were being sent, were from MyMTN so I gave the number onto him to prove that he was speaking to the correct person, and thanked him and put the phone down. A minute later I got a message to say my credit limit had be increased to R11 031 which I had obviously not asked for and then almost immediately I started getting messages to say that I had successfully purchased 100GB of data and that happened over and over and over. I jumped in my car and rushed to my nearest MTN shop where the lady helped me immediately and reversed the limit back to zero, but unfortunately they had already rung up R9 500 worth of sales on my account, all in the space of about 10 minutes. (see attached) I have a R399 a month contract, so why would you authorize a credit limit of R11 000 Province: Gauteng Tel/Cell number Complaint refers to: *** Network Service Provider:MTN - Consumer Affairs Service Provider: MTN Account Number with Network Service Provider: MTN Reference Number from Network Service Provider: MTN Resolution Sought: Investigate and Resolve The details of the complaint can be accessed and response can be submitted at http://www.icasa.org.za . Accordingly, we request you to respond to the complaint within 14 working days. Yours sincerely Lwazi Myeza Consumer Affairs Independent Communications Authority of South Africa (ICASA) Consumer Affairs: *** Phone Number: +***