***** Case Unresolved After 6 Months

These views are my own and not those of my employer. I have been an MTN customer for a few years now. This has been the first horrible experience I have had with them. On 9 December 2021, I received authentication messages from MTN. I called 135 immediately as the message instructed since I was not the person authenticating. The service champion (Ntokhozo) told me that she sees I am trying to open a new account in a store in Gauteng (I was in Cape Town at the time) and I must call the store to try to stop it or go to the police station to get an Affidavit stating it was not me opening the account, take it to the nearest owned store and call them back to inform them. There was nothing else she could do to help me and she couldn't even stop the transaction from going through on her side despite my quick response. Needless to say the ********* was successful due to MTN's negligence. Fast forward to today, I received a text message from MTN that they will take legal action against me if I do not pay an outstanding amount of R420.08. They decided that after causing me months of emotional turmoil, stress and sleepless nights, that they recognise it as ***** and will credit and close the account. However, they only credited the account until March 2022, failed to close it and now there is the balance for April and May 2022 that is outstanding and it seems they expect me to fit this bill. I refuse to. They kept telling me that it takes 21 working days to resolve this issue but we are in MONTH 6 and it is yet to be resolved. I want to close my account and move on with my life but cannot due to this owing amount. My credit score was negatively impacted because of this and I'm in the process of buying a house. No matter how many escalations and times I call in, no one can seem to help me and the ***** department is non existent so you cannot speak to anyone directly (I guess they do this as ***** cases must be common for them). I do not see myself ever opening another account with MTN as I cannot trust them with my data after this event and due to their lack of urgency and empathy to resolve an issue like this. I am extremely disappointed as they have the best deals, and I never had network issues.