MTN - creating problems with deceased contract holder || Pensioner with no income also left without a cent in the bank

Background: My mother (FJM Bosman) passed away on 18 August 2023 in Sandton Mediclinic. She was 86. She had an MTN contract which she paid from her meagre pension for her and my father. This was a non-expensive contract of about R175 per phone – Thus about R350 per month for them both. This was done on a monthly contract payment and we had no issues and this is what they could afford on her pension. In fact they were due for an upgrade before she passed away.

Our problems started when she passed away. First to stop her contract and secondly the outrageous amount deducted by MTN from their meagre savings - We tried so many times and with so many e-mails to various people and entities at MTN be it legal, social media escalations and retentions. The reference number and the only one we received from all correspondence was on 22 November 2023. My wife started the first with email correspondence to MTN and the death certificate. Correspondence on this matter - This was done on 12 October – my wife - Correspondence on 6 December – My wife - My brother took my elderly father to MTN at Ferndale on Republic on 4 Nov to stop any transactions. They were referred to MTN ***** department with an affidavit (See attached) - The affidavit was submitted on 6 November and my brother again followed up on 12 Nov, 16 Nov and 27 Nov - I also became involved with a mail to legal, after I lodged a complaint on Twitter – This was twice submitted to the social media escalations on October 23 and again October 24 on the email they provided - On 22 November I again submitted all documents to ***; ***; *** - For the first time after all the correspondence we received a reference number on 22 November with Reference number: 18086c28-0011-427b-af57-4c146a3fdef8

MTN is not assisting us with dealing with the following two specific problems.

First problem

1) We have submitted countless mails and calls to cancel the contract of our mother who passed away on 18 August 2023 – FJM Bosman - The number involved is *** with ID *** – My wife submitted the details and I also submitted after a complaint on social media. Till now we had no response from MTN. (See attached death certificate and ID) MTN proudly states on their website that they will assist in time of grief. We have not received and confirmation that these contracts are now stopped. We do not want to use MTN as a service provide for both my mother and father.

Second and more serious problem 2) Secondly we have also submitted our problem with the outrageous account for my elderly (86 years old) father JP Bosman – Cell number *** ID *** – We are supporting him financially as the estate of my mother and her pension is not finalised – Now suddenly there are outrageous amounts deducted by MTN from the meagre savings – See the attached affidavit. R5,937.26 had already been deducted from our deceased mother’s bank account. Further attempts has been made by MTN to deduct a further R4,524.38. Now we have been informed there is an outstanding amount of R15 000

Could we please be assisted as soon as possible as MTN is not forthcoming with any answers and or solutions. Instead they are adding additional burdens on us as a family when we are supposed to get closure. - We need the ******** amount deducted by MTN to be repaid - A letter of apology to our elderly father who must deal with stress on his age to deal with more financial problems as we need to pay for his medical as MTN took his available funds - A letter to us as family confirming that MTN’s abuse will stop – That the contracts have been terminated and that we will not hear from MTN again Sincerely yours