lack of service - ***** department

My husband saw a *****ulent debit order of R1378 going off from his bank account and immediately reported it with the bank. He was assisted in disputing and stopping the debit order by the bank, he also contacted MTN to report the *****ulent debit order as advised by the bank. He spoke to someone at the MTN ***** department and was requested to send an affidavit and a copy of his certified ID. Tshegofatso Ndlovu assured him that once the documents have been received and investigated, the issue will be resolved. On the 27th of September 2023 he emailed the requested documents to Tshegofatso Ndlovu. She responded on the 27th Sep 2023 acknowledging receipt, she further advised that the documents have been attached on the account, stating that the ***** investigation process takes up to 21 business days (REF: ***). No debit order from MTN was ever taken from his account since then. This then made him to believe that the ***** case was resolved as advised.

On the 13th of September 2024, he tried to hire a rental car and was advised that his credit record reflects that he owes MTN over R60000. He contacted MTN and was advised that the account has been handed-over to New Debt, he requested to speak to their ***** department and kept getting cut while waiting to speak to an agent there. He has subsequently contacted New Debt and they have advised him that they do not see any MTN contract under his details.

We are being sent from pillar to post for something we were assured has been resolved by their ***** department. This is a formal complaint and request for higher management to look into investigating this matter. How was the credit granted without verifying the provided details with all the relevant parties? Is there a syndicate that your agents are part of? why would they just pass credit without doing any due diligence. Kindly resolve this issue and remove all the updates made with the credit bureau as this has significantly decreased my husband credit score as well. If no further communication is received and the issue is still not resolved by the end of the week, we will have to escalate this further to the Office of the Credit Ombud.

Victim's details: Mr MP Sako. Contact number(s): *** and ***