MTN Cancelled My 26-Year Number and Gave It Away Despite Timely Follow-Up

I am lodging a formal complaint regarding the unacceptable handling of my mobile number by MTN, which has resulted in the loss of a number I have used for 26 years.

On 25 February 2026, I discovered that my number was no longer active on the MTN network. I immediately visited an MTN store, where I was informed that my number had been cancelled and that I should submit an email request for reactivation.

I comp**** and sent the email on 26 February 2026, well within the 7-day reactivation window communicated to me. I also followed up consistently with a store agent via WhatsApp, who initially advised that there was no feedback from the backend team. However, the agent subsequently stopped responding altogether.

Due to the lack of progress, I escalated the matter to MTN customer care, where I was informed that my number had been cancelled on 23 February 2026 and that there was allegedly no record of my reactivation request. This is highly concerning, as I followed all instructions provided and acted within the required timeframe.

Despite a case being logged at the store within two days of the cancellation, I have now been informed that my number has been reallocated to another user. This points to a serious breakdown in MTN’s internal processes, lack of proper case management, and failure to safeguard long-standing customer assets.

The loss of a number used for 26 years has severe personal and professional consequences, and MTN’s lack of communication, accountability, and urgency is unacceptable.

Should this matter not be resolved urgently, I will have no option but to escalate it to ICASA for regulatory intervention, as well as pursue further action to address the damages caused by this negligence.

I demand the following:

A full investigation into how my reactivation request was not recorded

A clear explanation for the premature reallocation of my number

Immediate escalation to senior management to explore all possible avenues to recover my number or provide appropriate remediation

This matter requires urgent attention, and I expect prompt and transparent feedback..