If you are genuinely ****med then you treated like a ********

I am disgusted after getting no joy...emails upon emails.

I write this mail in the hope that I will receive assistance and a resolution to this problem. On Monday, 12 October 2020 I received a call from cellphone number *** at 12:30pm. I answered the call and the person on the line told me that he is calling from MTN Service Provider and that my “SIM was going to be swapped by a Nathaniel Van Heerden. I panicked being told that the SIM will be swapped and He asked if I authorised this, I immediately said no and was extremely worried that this was happening to me because He sounded so convincing. I know that at that point in time I gave him the first OTP sent to me as the OTP on my phone definitely came from MTN. I received 3 more OTP’s and told him that if he is calling from MTN he should have the proper information, he cut the call. In that short space of a few minutes I received these SMS’s: • My usage limit on my MTN account was changed to R18702 at 12:34pm • MTN Me2U transfer of R200 was sent to *** and then my Rand balance showed R9351. Current balance R9151 You have just made a purchase on your My MTNChoice Priceplan Credit limit(12:36pm), and the same message at 12:39pm. Upon seeing these messages I rushed over to the MTN store While at the Store by 1pm I received more SMS’s: • You’ve successfully purchased 100GB Internet Bundle from MTN that will expire on ***7 (this was done 3 times, totalling 300GB). • You have successfully transferred 8187 MTN 1-4-1 loyalty points to*** • You have transferred 1800 points to *** • You have transferred 8 points to *** I was assisted by Luvo at the Cresta store, who advised that I go to the Police Station and get an affidavit. My limit was zerorised on my phone by Luvo. I went to the Linden Police Station and got the affidavit done and then went back to MTN and was asked to go to Counter 2, at the Business Consultant. He told us that he could not assist us further, He put me on a call to 135 number, The Consultant over the phone told the Branch Consultant that they cannot help us because the OTP was given out. I told the Branch that I will go to Head Office, I am so upset at the fact that we get treated this way, especially being a loyal Customer for 20 years. I drove to 14th Avenue at around 2pm, only to be told by the Guard that the place is closed. Surely the Staff at the Store should have known about the operating hours, this run around. The next morning, Tuesday 13 October 2020, I went to the Head Office and explained the whole story again, I was put on the 135 call and was told that they cannot to anything. I am very very upset at the fact that there is absolutely nothing you can do!!!! The data of 300GB is on my number, I asked the Consultant at the 135 Call Centre if She could reverse it? She said NO. I explained that being a Customer for 20 years and this is the service we get, it made no difference. There seems to be a lack of urgency and lack of empathy in handling such situations/complaints. I was given a Complaints procedure page and asked to email you. On Wednesday, 14 October 2020, I went back to the Police Station to ask them to open a ***** case because I was called again by the same person that initially called me on Monday, this time on a different number ***. The Police Station did advise that MTN supposed to have traced these numbers and they should reverse the 300GB data bought. The fact that I was also told by an MTN Consultant that a link of MTN’s was being used and I am not the first Customer to have this problem is a cause for concern!! I have been truthful; open and honest about everything which I have explained in detail. I am unemployed and is still being responsible enough to meet my obligation of making the payment of R698.99 due every month as per my contract. What makes me angry is that after all these years, You are unable to reason that this is not the normal activity on my account, I only use the airtime; data and SMS’s allocated as per my contract. My problem here is that being unemployed and now having to wait until month end to find out what I will be debited. Are your systems “back dated” that there is no way to check anything on the spur of the moment that may seem to be urgent to your Customer? Does everything have to be “cold treatment” or “you are liable” approach? End of story... I refuse to pay anything extra apart from my commitment of R698.99 of which I am liable. By now, You should gather that this is a matter of urgency! I don’t want answers come month end, waiting for my account. That just beats me that there is nothing that can be done! I want an urgent resolve or else I will decide to have nothing to do with MTN. If you are to give me a call, please reply so that I can check your contact details and then answer your call.