Formal Complaint - *****ulent Conversion of Number 083 *45 **22 - Ref: ***

Dear MTN South Africa Management,

I am writing to escalate a serious and unresolved matter regarding my mobile number, ***, which I have held and operated on a prepaid basis for eleven consecutive years, since 2014.

On September 10, 2025, I discovered that my number had been abruptly deactivated. It has since been established that my long-standing prepaid number was converted to a post-paid contract without my knowledge, consent, or signature, and assigned to another individual.

This incident points to a catastrophic failure in MTN's internal controls and verification procedures. How can an eleven-year customer relationship be erased in less than 24 hours? This raises serious questions about the security of your processes. Basic and essential measures, such as verifying a customer's identity by cross-referencing the SIM card serial number printed on the physical card, were clearly not followed. This failure demonstrates a critical need for comprehensive retraining of your sales and consultant staff on ***** prevention and regulatory compliance.

The implication that MTN prioritizes new contract clients over loyal, long-term prepaid users is deeply concerning. It creates a perception that the company allows numbers to be arbitrarily taken from existing customers and assigned to others, which is a form of *****. This is not a simple administrative error; it is a serious breach of trust and a violation of the Consumer Protection Act.

I have been calling MTN daily since this issue began on September 10, 2025, and despite your reference number ***, this matter remains unresolved. The continued lack of a solution, coupled with the significant security risk and personal inconvenience this has caused, is utterly unacceptable and leaves a great deal to be desired regarding MTN's commitment to its customers.

I demand the following immediate actions:

The immediate restoration of my number, ***, to my personal account as a prepaid line.A detailed explanation of the internal breakdown that allowed this ***** to occur and the steps MTN will take to prevent it, including staff retraining.