Escalation Without Action: MTN Fails to Resolve SuperFlex Issue

Dear Hello Peter,

I would like to raise a formal complaint regarding an unresolved issue with MTN's SuperFlex plan for my account (reference number REQ***). It has been over 12 days since I first logged this problem on the 31st of last month, and despite my efforts to follow up by phone almost every day, no resolution has been reached.

Each time I contact customer support, I am told that the issue has been escalated, but no action has been taken. I have already paid for two R299 top-ups within 15 days and yet cannot make outgoing calls, leaving me in a difficult position where I can only receive calls.

I have requested an interim solution or transfer of my credit to another MTN prepay number while the issue is being resolved, but so far, no adequate response has been provided. This delay has severely impacted my ability to use the service I paid for, and I am losing confidence in MTN’s commitment to resolving the problem.

I appreciate your platform's assistance in helping escalate this issue.

Kind regards,