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<p>The following mail I also sent to ********** <p>I have two cellphone contracts with MTN. On 15 March 2017, I tried phoning from my ********91 number. This number did not want to work, when I then tried to use my other number, the ********31 number, it said the sim card was not registered.</p> <p>I then proceeded to phone MTN customer care, where I spoke to Celia Ref: ********** 85. She then informed me on my ********91 number the usage limit was set to R 0.00, and my ********31 number has been sim swapped to a different sim card. Celia then said this is *****, because I was not aware of any changes. I received no swim swap notification, nothing. She then increased the limit on the ********91 number so that I could phone again, and then suspended the ********31 number with REQ ********** .</p> <p>On 16 March 2017, I could not use my ********91 number again, I phoned MTN again, and they used the same reference number to follow up, I was then informed that the ********31 number was not suspended. The lady then used the same reference number to follow up and suspended the number again. I even went to the MTN Store in Secunda to double check. The lady there also told me that there has been no usage on the ********31 number and that it has been suspended.</p> <p>My MTN account then comes for the month of April and the bill on the ********31 number that has been suspended is R 6831,82. I Cannot be held liable for this amount, as I did not make any phone calls on this number, I followed the correct channels to report the *****, yet I am still being billed.</p> <p>At the end of April MTN then proceeded to deduct an amount R7656 from my account. I then logged a billing query by phoning MTN 809 on 29 April 2017. The lady then told me I need to reverse the debit order and further investigation will be done.</p> <p>It has been 2 months now and not ONE single reply from MTN with regards to this matter. Every month I am expected to pay for a “suspended” account and to pay the whole outstanding ********** amount.</p> <p>I cannot even begin to complain about service from MTN, because I have not received any. Your customer service experience is truly Pathetic.</p> <p>I sincerely hope this letter will find someone at MTN who can help me resolve this matter.</p> <p>Thanks</p> <p>Jacques Schoeman</p>