FORMAL COMPLAINT: MTN PROVIDED INCORRECT INFORMATION AND HAS CAUSED SERIOUS BUSINESS CONSEQUENCES

FORMAL COMPLAINT: MTN PROVIDED INCORRECT INFORMATION AND HAS CAUSED SERIOUS BUSINESS CONSEQUENCES

I am formally lodging a complaint against MTN regarding the handling of my mobile number, the incorrect information provided to me by an MTN consultant, and the serious consequences I am now facing as a direct result of that information.

My number was deactivated by MTN after three months of inactivity. As soon as I became aware that the number had been deactivated, I contacted MTN to establish whether it could be recovered.

During my initial call, I spoke to an MTN consultant whose name I unfortunately cannot recall. I specifically explained that this number was being used for business purposes and that it was extremely important for me to have the number restored.

I asked the consultant a very specific question: Could the number be reactivated, and should I therefore continue using it for my business application, or should I use a new number?

The consultant explicitly advised me that the number could be reactivated, that a request would be submitted, and that the number would be active again within 24 hours.

I re**** on this representation.

Because I had been given a clear assurance by an MTN representative that the number would be reactivated within 24 hours, I proceeded with my business application and used this number as the business contact number.

After the 24-hour period had passed, the number was still not active.

I contacted MTN again and spoke to Kopano, who opened a case to establish why the number had not been reactivated. I was then informed that the number had apparently been reallocated to another person and that I could no longer obtain it.

This is completely unacceptable.

Had I been correctly informed during my first interaction that the number had already been reallocated, could not be recovered, or that there was any uncer*****y regarding its reactivation, I would not have proceeded with my business application using this number.

Instead, I was given a direct assurance by an MTN consultant that the number would be restored within 24 hours. I re**** on that information when making a business decision.

I am now left in a position where the business application has already been submitted using this number. The business is currently overseas, and changing this information is not a simple administrative matter. I would need to physically travel there in order to make changes involving sensitive business information.

The issue is therefore no longer simply about a deactivated SIM card or mobile number. It is about the consequences of incorrect information provided to me by MTN after I specifically contacted MTN to obtain clarity before proceeding with an important business application.

I want MTN to understand that I did everything reasonably expected of me as a customer. I contacted MTN, explained the circumstances, specifically highlighted the importance of the number, and asked whether I should continue using it for business purposes. I was given a clear answer by an MTN representative, and I acted on that answer in good faith.

MTN cannot reasonably provide one answer to a customer, allow the customer to rely on that information, and then subsequently state that the situation was entirely different — particularly where the customer specifically contacted MTN to avoid exactly this type of problem.

I am therefore demanding that MTN: Urgently investigate the original interaction in which I was advised that my number could be reactivated within 24 hours. Review the case opened by Kopano and establish exactly when and why the number was reallocated. Establish whether the number had already been reallocated at the time I was assured that it could be reactivated. Explain why I was advised that the number would be restored within 24 hours if MTN was unable to fulfil that assurance. Make every reasonable effort to recover and reallocate the number back to me, as this is the remedy I am specifically requesting. Provide me with a formal written explanation addressing the contradictory information I received from MTN representatives.

I am not disputing that MTN may have policies relating to numbers that are inactive for a certain period. My complaint is about what happened after I contacted MTN and specifically sought clarification.

If MTN had provided me with accurate information during that first interaction, I could have taken the appropriate steps and avoided using the number on my business application.

Instead, I re**** on MTN's representation that the number would be reactivated within 24 hours, and I am now experiencing significant difficulties as a result.

I expect this complaint to be treated seriously and escalated to the appropriate department for investigation. I also expect MTN to provide a substantive response addressing the actual issue rather than simply referring me back to the general policy regarding inactive numbers.

I am requesting the number be reallocated back to me and that MTN take responsibility for investigating how this situation occurred after I was expressly assured by an MTN representative that the number would be reactivated.

I reserve my right to escalate this matter further through the appropriate consumer and telecommunications dispute-resolution channels should MTN fail to provide a satisfactory resolution.

I expect a written response and a clear resolution, rather than a generic response quoting MTN's inactivity policy.

As we speak i am receiving all business communication and OTP via the same number hence the reason for the matter to be attended to with much urgency.