Lack of service by MTN after **** incident

I have been advised by one the MTN consultants to address my complaint to you. The service I have received from MTN to date has been inefficient, confusing and non existent to say the least!. May I appeal to you to intervene and ensure that MTN takes the necessary corrective action soonest!.

Please bear with me as I recount my complaint:

I was ****med on 21 December 2021 and R16 165 loaded onto my account - details of the ******** is summarized in the enclosed affidavit. I called MTN’s call centre and spoke to Sbahle. She explained that nothing could be done until my invoice was generated which was scheduled for 12th January 2022. I however was unhappy having to wait until then as I felt that something could be done immediately to track the ********s. The next day, i. e 22 December, I therefore emailed a summary of the incident to *** but received an automatic reply saying that I was to call 135 which I did! The call centre said I should email *** which I did, but to date have not had any reply from them! I called 135 later on the 22nd - She gave me a ***** case number *** and reiterated that I would have to wait until the invoice was generated on the 12th January 2022. Nothing was said about me having to complete an Affidavit or obtain a certified copy of my ID.

On 7th January 2022 I called 135 to inquire if there was any progress on my ***** case and spoke to Precious (***). She asked if I had obtained and forwarded an Affidavit and a certified copy of my ID. None of my previous communications with the call centre consultants had mentioned anything about this! However, I obtained the Affidavit etc.from the Police Station and emailed it to Precious who had said she would log it. My email was returned stating that it could not be delivered due to a technical error! I immediately called 135 again and spoke to Nozibusisi (email ***). She requested I send her the Affidavit etc.and cc it to her supervisor *** which I did. I requested that she acknowledge receipt of my email- she didn't nor did I have an acknowledgement from her supervisor!

I therefore called 135 (again! ) at about 5.37pm and spoke to *** and forwarded my Affidavit etc.. once again and also asked for an acknowledgement, She said she'd send a ***** case number by sms which she didn't but I received a Ref:*** in an email so I presumed that was the ***** case number .I also emailed Preston Webster and explained the situation and appealed to him for some clarity and assistance. No reply until I sent another email to which he rep**** "....please note that ********** charges needs to reflect on the invoice before we credit:"

On Saturday 8th January 2022 I again called 135 and spoke to Anathi. She said a case had been opened but advised to call back on the 12th or 13th January - ***** case : Ref: ***

Friday 14th January I called 135 at 8.03am and spoke to Sanelisiwe Ntuli. To my dismay she said thatt there was NO RECORD of my Affidavit and Certified copy of my ID!! How absurd! I had emailed them to all the previously mentioned call centre consultants and had even acknowledged that it had been received and that a ***** case number had been generated! She also said that the invoice would first need to be generated! I explained that it should have been generated on the 12th so it should be there! She subsequently found it and said that she would escalate the enquiry but would need a copy of the Affidavit etc... which I then sent ONCE AGAIN ! I received an email from her stating that it had been received and escalated and my ref no is: ***.

On 14th January 2022I emailed the Operations Manager, Shaun Peters (***) explaining the situation and appealed to him for assistance. To date I have not had a reply from him in spite of follow up emails on 15th and 24th January!

On 19th January I spoke to a Consultant at MTN N1 City .He checked my Tax Invoice dated 12th January and advised that it was being attended to and was 75% complete but that I should call again the following day.

I called 135 on 20th January and was told that it takes 21 days to resolve the issue.

I emailed the Complaints Dept and received an automated response stating that that I would receive a response in 24 business hours. To date I have received NO response ! Reference Number: ***’

On 26th January I called 135 and again spoke to Saneliswe Ntuli .I forwarded copies of my emails to Shaun Peters and the Complaints Dept which she said she would forward to them – NO response again!

On 29th January I called 135 again but still no progress.

My Bank Acc was debited on 31st January with R16 363.30 which includes the ****med amount of R16 165

On 5th February I followed up again but still no progress.

MTN’s lack of decisive actions taken so far leaves a lot to be desired and does not in still much confidence in me believing that MTN has the customers best interest at heart and that it merely pays lip service to customer service and satisfaction. I would very much appreciate your intervention in this matter.

Many thanks.

Yours sincerely,.

Thank you, Emile Kruger 2 St Ives, Quarry Road, Simons Town ***0383

I have been advised by one the MTN consultants to address my complaint to you. The service I have received from MTN to date has been inefficient, confusing and non existent to say the least!. May I appeal to you to intervene and ensure that MTN takes the necessary corrective action soonest!.

Please bear with me as I recount my complaint:

I was ****med on 21 December 2021 and R16 165 loaded onto my account - details of the ******** is summarized in the enclosed affidavit. I called MTN’s call centre and spoke to Sbahle. She explained that nothing could be done until my invoice was generated which was scheduled for 12th January 2022. I however was unhappy having to wait until then as I felt that something could be done immediately to track the ********s. The next day, i. e 22 December, I therefore emailed a summary of the incident to *** but received an automatic reply saying that I was to call 135 which I did! The call centre said I should email *** which I did, but to date have not had any reply from them! I called 135 later on the 22nd - She gave me a ***** case number *** and reiterated that I would have to wait until the invoice was generated on the 12th January 2022. Nothing was said about me having to complete an Affidavit or obtain a certified copy of my ID.

On 7th January 2022 I called 135 to inquire if there was any progress on my ***** case and spoke to Precious (***). She asked if I had obtained and forwarded an Affidavit and a certified copy of my ID. None of my previous communications with the call centre consultants had mentioned anything about this! However, I obtained the Affidavit etc.from the Police Station and emailed it to Precious who had said she would log it. My email was returned stating that it could not be delivered due to a technical error! I immediately called 135 again and spoke to Nozibusisi (email ***). She requested I send her the Affidavit etc.and cc it to her supervisor *** which I did. I requested that she acknowledge receipt of my email- she didn't nor did I have an acknowledgement from her supervisor!

I therefore called 135 (again! ) at about 5.37pm and spoke to *** and forwarded my Affidavit etc.. once again and also asked for an acknowledgement, She said she'd send a ***** case number by sms which she didn't but I received a Ref:*** in an email so I presumed that was the ***** case number .I also emailed Preston Webster and explained the situation and appealed to him for some clarity and assistance. No reply until I sent another email to which he rep**** "....please note that ********** charges needs to reflect on the invoice before we credit:"

On Saturday 8th January 2022 I again called 135 and spoke to Anathi. She said a case had been opened but advised to call back on the 12th or 13th January - ***** case : Ref: ***

Friday 14th January I called 135 at 8.03am and spoke to Sanelisiwe Ntuli. To my dismay she said thatt there was NO RECORD of my Affidavit and Certified copy of my ID!! How absurd! I had emailed them to all the previously mentioned call centre consultants and had even acknowledged that it had been received and that a ***** case number had been generated! She also said that the invoice would first need to be generated! I explained that it should have been generated on the 12th so it should be there! She subsequently found it and said that she would escalate the enquiry but would need a copy of the Affidavit etc... which I then sent ONCE AGAIN ! I received an email from her stating that it had been received and escalated and my ref no is: ***.

On 14th January 2022I emailed the Operations Manager, Shaun Peters (***) explaining the situation and appealed to him for assistance. To date I have not had a reply from him in spite of follow up emails on 15th and 24th January!

On 19th January I spoke to a Consultant at MTN N1 City .He checked my Tax Invoice dated 12th January and advised that it was being attended to and was 75% complete but that I should call again the following day.

I called 135 on 20th January and was told that it takes 21 days to resolve the issue.

I emailed the Complaints Dept and received an automated response stating that that I would receive a response in 24 business hours. To date I have received NO response ! Reference Number: ***’

On 26th January I called 135 and again spoke to Saneliswe Ntuli .I forwarded copies of my emails to Shaun Peters and the Complaints Dept which she said she would forward to them – NO response again!

On 29th January I called 135 again but still no progress.

My Bank Acc was debited on 31st January with R16 363.30 which includes the ****med amount of R16 165

On 5th February I followed up again but still no progress.

MTN’s lack of decisive actions taken so far leaves a lot to be desired and does not in still much confidence in me believing that MTN has the customers best interest at heart and that it merely pays lip service to customer service and satisfaction. I would very much appreciate your intervention in this matter.

Many thanks.

Yours sincerely,.

Thank you, Emile Kruger 2 St Ives, Quarry Road, Simons Town ***0383