MTN ***** department

Customer Service Department MTN Group

Dear Sir/Madam,

*Subject: Urgent Complaint Regarding ***** on MTN Contract*

I am writing to formally lodge a complaint regarding *****ulent activity that has occurred on my MTN contract.

On 7th February 2024, at 10:14, an individual contacted MTN using the number ***, impersonating me, to perform an early upgrade to acquire an iPhone 15 Pro Max and an iPhone Watch. This incident was logged under call reference ***. Fortunately, this upgrade attempt was unsuccessful.

However, on 26th April 2024, at 13:33, the same *****ulent individual contacted MTN again and managed to update my profile details, including my email address and physical address (changing it from Soweto to Durban). Additionally, this person was able to change my secret MTN PIN and alter my payment method from debit order to cash payment. This incident was recorded under call reference ***.

I suspect internal involvement in this *****, as the *****ster was able to change my authorizer number—where my MTN OTPs are delivered—to 071 553 18XX. I did not receive any OTP for confirmation, raising concerns about how this change was authorized without my consent.

Furthermore, my service was cancelled without my knowledge, and I had to pay R2300 to have it reconnected.

I have been an MTN contract customer for over 10 years, yet my issue is not being prioritized. I have always appreciated MTN’s services, but this experience is making me consider switching to another provider, such as Vodacom.

I request immediate action to investigate this *****ulent activity and ensure that my account is secured. Please provide an explanation for how the *****ster was able to make changes without my confirmation and restore my trust in your services.

I look forward to your prompt response and resolution of this issue.

Yours sincerely, ThaboM