***** on MTN account - No help from MTN

I have received no help to date on a ***** complaint on a MTN account.

On 30-01-2021 my parents (age 80 and speaks only afrikaans) got a call from a person pretending to be from MTN stating that someone is trying to do a sim swop on their account. My mother immediately notified them not to allow the sim swop. The impersonator said to her that they will stop the sim swop but will have to refer it to the ***** department. In order to do that my mother will need to provide them with an OTP to verify the phone belongs to them and they sent the OTP to the phone and my mother supp**** them with the OTP nr.

The next moment they got SMSe's on their phone about nrs being linked on their sim for data sharing. My mother contacted me and explained what happened and forwarded the messages to me. (remember that these people are old, only speaks afrikaans and are technologically disabled.)

I in return phoned MTN (083135) immediately and provided them with the details and after a battle to get me verified so I can handle the querie, they said that they will remove the data shared nrs. I asked them if they can prevent this from happening again and they said they must refer it to the ***** department wfich will contact us back.

Later the evening my mother received a SMS SAYING THEIR SPENT LIMIT HAS BEEN INCREASED TO R9 045.00. My mother forwarded me the SMS and I immediately contacted MTN again. They have a automateded switchboard that tells you about Unisa students and free data for 3 minutes before you can make any choices. After eventually getting to a consultant she advised me that they just spent R7 500.00 on my fathers phone bill and they cant tell me for what or stop it or reverse it. (Perhaps MTN should have a dedicated ***** line that gets answered immediately instead of going through an automated system to get to a consultant and wait in the queue for another 5 minutes. Then the ***** could be prevented.) But then again why would MTN not want ********** to spend money on your account since you will be held liable anyway and MTN wont loose anything due to *****. Only you the consumer will loose!!!

Again I notified MTN to please report the ***** to the ***** department and please do something to prevent the ***** and put a note on the system that no one can increase any balances. Again they said they are not able to prevent it from happening again. I notified them that if MTN cannot protect us from ***** we will cancel the contract.

The morning of the 31st of January 2020 my mother forwarded me more messages of numbers being linked to their data share account. I phoned MTN once again and while on the phone drove to my nearest MTN store and notified them as well as te consultant that I want to cancel the contract immediately as MTN cannot protect me against *****.

I was notified that I cannot cancel my contract in store but have to do it by phoning a 011 *** *** number, which of course does not work on weekends. They will however log a call to the ***** department. I purchased 2 x prepaid sim cards and took it through to parys to my parents from pretoria.

The evening of the 31st of January my mother sent me more messages of more numbers being linked to the data share on their account. I phoned mtn again and was notified they cant assist me as I am not the account holder. I tried to explain I understand but I am not trying to ad something on the account. I am removing something. You see ********** can increase your credit limit and spend it but you cant do anything!

This morning (1 February 2021) I decided to drive to Johannesburg MTN head office and cancel this contract and get this resolved as the ***** continues and MTN fails to protect us.

At head office I insisted to find out what was purchased for R7500 on the MTN bill but still have no answers.

I was told that the ********** install the myMTN app on their phone and **** you pretending to be from MTN to get the OTP to activate the myMTN app on their phone using your nr. Then they have full access to do on your account whatever they want! No further OTP's required. Increase your spent limit. Share your data with other numbers. Upgrade your contract. Free for whoever has this app activated under your contract.

Now this raises a few questions:

1. Why does MTN not have a dedicated ***** line for customers to call so they get assisted quicker? (The R7500 ***** could have been prevented that way).

2. Why in all my communication and visiting the MTN shop, did no one notify me that the ***** is being committed through the myMTN app?

3. Why didn't any of the consultants advise me to install the app on my parents phone, which will send a new OTP to the phone and activate the app on my parents phone and that will disable the app on the ********** phone and they wont be able to commit further *****? (The R7500 ***** could have been prevented this way)

4. Why is there no report logged to the MTN ***** department as was promised by all the MTN consultants but no one did?

5. Why is their on the customer profile only 2 calls logged to remove the data share numbers? There are no taces of any other communication between me and MTN regarding this issues on their system.

THE ANSWER TO ALL THESE QUESTIONS ARE SIMPLE!

BECAUSE MTN MAKES MONEY FROM THE ***** COMMITED ON YOUR ACCOUNT! THEY LOOSE NOTHING - YOU LOOSE EVERYTHING

So MTN here it is:

1. We will not pay the ***** on the account as we notified MTN on at least 5 occasions. 2. The ***** could have been prevented if MTN acted on our request and gave the right solution to install the app. 3. We will take this matter further if need to and we will hold MTN liable for any legal costs!

I am awaiting a response from the non-exixting MTN management which are above all of us and which you are never allowed to talk to!