Internal ***** is rife

My son took a call from an individual claiming to be an MTN employee who advised him that someone had requested a sim swop for my phone number and asking if he had authorised that. When he said that he had not, he was told that in order to prevent it he would be sent an OTP that he would need to give him to reverse this request. He had been asked personal questions at the beginning of this call so he felt reassured that the caller was legitimate. When he received the OTP he forwarded it to the caller and immediately his CREDIT LIMIT was increased (HOW did this happen when that is not in his contract?????) and R18000 was spent. He tried in vain to call the ***** line but no answer. The local MTN office were very unhelpful and sent him to the Police Station to get an Affidavit, wasting valuable time. What is worrying is that he was told that he is not the first or second customer that has reported this exact thing this week. We emailed the MTN ***** email address, to receive a reply stating that it no longer exists. A further phone call to 083135 is a joke. It is a frustrating loop with no ***** option, or any channel to an agent /human. After going round and round in loops , eventually we got lucky to spoke to an agent who revealed that the ********* has bought a phone , 6 month contract and 500gigs of data and MTN refuses to cancel it! WHY? HOW can this be right? Also, how can this cost R18000??? We smell a rat. Clearly, crime pays with MTN SA.