***** Case No HELP FROM MTN

On the 3rd of January 2021, my mom received an SMS that she had app**** for a new contract. We immediately phoned MTN customer services to report the incident and went to the MTN branch in Somersetwest Mall, spoke to Grant Joseph, who assisted us. Grant advised us that the contract was opened at an iStore, in Loch Logan by a MTN agent. He then advised that she needed to go to the police station to get an affidavit and certified copy of her ID. We went to the police station to get the required documents and went back to MTN. Grant then blocked the number, scanned the necessary documents he had required to MTN’s ***** department. He also informed my Mom that it was a SIM contract to the value of R199,00 and that they added a pocket wallet of R6500,00 as well as had changed the new number so that all SMS’s could go to the ********** number. Grant changed it back to my Mom's original cellphone number. The contract was added to the existing contract apparently without my Mom signing any documents. My Mom then went to the iStore in Somerset West Mall and spoke to the assistant store manager Jason Jackson, who informed her that it was not an iStore problem, but an MTN issue and that it had to be reported to MTN ********** department, which had already been done and that he could not assist further. On Monday morning my Mom went back to the MTN branch in Somerset West Mall to ensure that the line was still deactivated. The agent there told her that the line was reactivated. She rescanned all documents and deactivated the line once again. When we got home last night another SMS stating that the line had been reactivated, I immediately phoned MTN to deactivate the line again. We received another SMS on Monday stating that the pocket wallet value had been increased to R6800,00. My parents are both pensioners who I support. MTN advised that we have to keep paying the account until the matter is resolved or they will cut both lines. My Dad had a quadruple bypass just a year ago and my Mom an Aortic Valve replacement less than 10 months ago.