MTN Back-Office Incompetence: Refusing to process legal identity amendment (SR ***)

I am appalled by the level of service from MTN's Complaints Management Team. I have been trying to update my legal identity details following a statutory amendment by Home Affairs.

The retail branch explicitly locked my profile and stated they do not have system permissions to override an ID number, instructing me to log a case with the Back Office. After escalating the matter to the complaints team, I received an automated notification confirming my billing profile was updated. However, an agent named Sizwe then rep**** with a lazy, generic template telling me to go back to the store.

I am currently being forced into an endless loop between the store and the back office because nobody is bothered to actually look at my case history or the legal documentation provided.

My banking details are changing alongside my legal identity. If this update is not processed manually by a senior system administrator immediately, my upcoming contract payments will fail, risking damage to my credit profile.

Reference Numbers:

Service Request: ***

Previous Case: BO***

Fix this loop immediately. I will not be visiting a retail store again just to be turned away.