I AM SO OVER MTN!!!!

Case number: BO***

MTN Reference number: REQ***

I am lodging a formal complaint against MTN South Africa regarding unresolved *****ulent activity, incorrect billing, misallocation of payments, credit bureau damage, and a complete failure by MTN to act responsibly despite months of communication from my side.

This issue has been ongoing since around June 2025 (My history will show a perfect payment record until the *****) and remains unresolved despite:

Multiple branch visits,

Numerous phone calls,

Several emails,

And formal complaints submitted on HelloPeter.

Each attempt to resolve this matter has been met with delays, contradictions, and inaction.

1. Background

A *****ulent device/contract (Samsung S25 + Rayzon) was taken out under my name without my consent. MTN suspended my legitimate numbers while investigating, further disrupting my access to services I legitimately pay for.

I have submitted:

A sworn affidavit,

A certified copy of my ID,

Proof of my August 2025 payment, MTN for some reason is just NOT allocating this payment?

— all documents MTN requested. There is no justification for the continued lack of resolution.

2. Current Situation

My two legitimate lines for the Samsung A34 (contract ending November 2025) and Samsung A54 have now been reactivated. (All relevant documentation attached). However, my MTN account currently incorrectly reflects an inflated and ******** balance of R12 066.75, which includes *****ulent billing and charges accrued as a result of MTN’s internal failures.

In addition, MTN has still not corrected the credit bureau listing, which continues to harm my financial reputation severely.

3. Payment Instructions & Misallocation

I have not paid MTN since August 2025, only because an MTN consultant in the store instructed me not to make further payments until:

The *****ulent line was fully removed; and

My credit bureau profile was corrected. The damage done is horrible.

I followed MTN’s instructions exactly. Once MTN resolves this matter fully — including removing *****ulent billing, allocating my August payment, correcting my credit bureau profile, and restoring my account to its lawful balance — I will immediately make all lawful payments due.

I am not refusing payment. I am waiting for MTN to correct its own errors so that I am not paying for *****ulent charges, suspended services, or ******** billing.

4. Impact on My Credit & Emotional Distress

This has caused:

Wrongful negative credit listings,

Damage to my financial credibility,

Loss of access to essential financial services,

Ongoing emotional distress,

Months of unnecessary burden,

And financial prejudice through no fault of my own.

As the victim of *****, I should not be further punished because MTN failed to act responsibly.

5. Legal Rights (CPA & POPIA Violations)

Under the Consumer Protection Act, I have the right to:

Quality service delivered timeously (Section 54),

Freedom from unfair, unjust, or unreasonable conduct (Section 48),

Proper dispute resolution (Section 52).

MTN has failed in all these obligations.

Under POPIA (Section 19), MTN must protect personal information from unauthorised access. The *****ulent contract proves MTN’s failure to follow proper verification procedures, making this a clear breach of POPIA.

6. I kindly Request the Ombudsman’s Urgent Intervention

I request that the Ombudsman compel MTN to:

Remove the *****ulent contract and void all *****ulent billing immediately.

Correct my credit bureau profile and provide written proof of the update.

Allocate my August 2025 payment to the correct contracts.

Adjust my account balance to reflect only legitimate charges owed.

Provide a written explanation for:

The months-long delays,

Why *****ulent activity was allowed in-store,

Why my bill escalated to R12 066.75,

Why all previous attempts via phone, branch visits, email, and HelloPeter were ignored.

Credit or reimburse me for the A35 and A54 data/minutes I paid for but did not receive while my numbers were suspended.

Confirm that my A34 contract will end in November 2025, with no unauthorised extensions, add-ons, or data packages.

7. Conclusion

This situation has now persisted for six months with no proper resolution despite my full cooperation. The continuing delays, negligence, and failure to correct the *****ulent activity are unacceptable and ********.

I am requesting immediate action from the Ombudsman to ensure MTN resolves this matter, corrects my account, repairs my credit profile, and acknowledges my rights as a consumer and a data subject.

Once MTN corrects my account fully and lawfully, I will settle all legitimate amounts owed without delay.

I hope this email finds the right place so I can finally have this very wrongful situation corrected. MTN did say to plese give the 5 - 15 days, but it has been too long to wait, I'd like this formal complaint lodged. Action is desperately required please.