Formal Notice of Intent to Escalate Complaint

To: The Customer Care Department MTN South Africa Head office Subject: Formal Notice of Intent to Escalate Complaint Dear MTN Customer Care, I am writing to formally express my concern regarding the handling of my recent contract upgrade request. Specifically, I am deeply dissatisfied with the fact that my credit information was accessed, seemingly without my prior knowledge, proper notification, or explicit consent. Details of the Incident • Date of Request: 18 June 2025 • Store/Location: MTN Store - Tableview • Reference Number (if any): *** • During this process, I was later informed that the request was declined due to my ITC profile. However, I was neither informed nor consulted about the credit check beforehand. This raises concerns about compliance with the National Credit Act (NCA) and the Protection of Personal Information Act (POPIA). My Request To resolve this matter and ensure full transparency, I kindly request: 1. The names and roles of all individuals involved in processing and handling my upgrade request. 2. A detailed explanation of the procedures followed during the upgrade process. 3. Confirmation of whether my consent was explicitly obtained for the credit check, along with supporting documentation. 4. A copy of the credit report or record used to make the decision, as per my rights under the NCA. Intent to Escalate If the above requests are not satisfactorily addressed within 7 business days, I will have no choice but to escalate this matter further by: • Filing formal complaints with the National Credit Regulator (NCR) and the Information Regulator. • Seeking legal counsel to evaluate potential claims for non-compliance with South African law. I trust MTN values its customers and will take this matter seriously. Please treat this notice as an opportunity to rectify the situation amicably. I look forward to your prompt and detailed response. Yours sincerely, M J Coetzer