***** by MTN employee

*****! The customer had taken a contract with MTN at the East Rand Mall branch in 2012. The contract was supposed to expire in 2014 and the customer verbally stated that a further upgrade is not wanted. In 2015 January the same customers account was debited for a substantial amount from MTN. When enquired it was identified that a sales consultant from another province **********ly processed an upgrade without the customers knowledge. A ***** case was reported to MTN head office in 14th Avenue, Roodepoort Gauteng and until this date no feedback or refund was given to the customer. Personnel in the ***** department at MTN was continously contacted for feedback and no assistance was provided. The account was handed over to a debt collection company and when the customer informed the debt collector that the account is under investigation she stated that MTN account's department handed over the account for debt collection. The customer sees this as the ***** case not being opened. Until date the customer still receives statements for the ********** contract. How can a so called well established network not have internal control policies in place to prevent this from occurring to others?