MTN ***** Department Not Responding

This is the email I sent to MTN ***** at mtn******** 0n 24 August 2023 after the phone was answered at the ***** department but they claim they could not hear me although I phoned from 2 different phones.....

I got a call on 24 August 2023 from *** form someone who claimed to work for MTN, who said someone is using my number and they will sent an otp which I must give to them to recover my number which is ***.

I gave them the otp which I received and a little later I was bombarded with sms’s which says yello you have bonus free plays.

We checked the MTN App on my phone and saw that the spend limits has been changed and an amount of R4821.53 has been used.

We immediately contacted 135 and spoke to Charlotte ( who opened Service Request Number: ***) which said that we must uninstall the app and re-install it while she put us through to the ***** Department. We could hear somebody picks up the phone at the ***** dept but did not speak until the call was ended after which the Service Request Number: *** was Completed.

We phoned 135 again and Sylvia help us with call ref no 1-***4 and also put us through to ***** department with the same results. Phone picked up at ***** dept nobody speaking and Service Request Number: *** was also Completed

We drove to the MTN Branch at PNP at Queensburgh Centre in Malvern, Durban who was kind enough to give us the ***** Dept number which is ***.

We phoned and a lady answered and I asked for he name upon which she said she can’t hear me and ended the call. We phoned a second time, a different voice answered with the same result (can’t Hear, call ended) and a 3rd a from a different phone number where once again the phone was picked up and nobody spoke.

The problem is I sit with a possible R4821.53 which was ****** on the app which I can not pay because I am living from Sassa Pension grant.

Please sort out and revert back to me asap.

Regards

Y'ello Kobie

Thank you for getting in touch.

This is an automated response confirming that your query is in our work queue and will be attended to shortly.

Should any follow-up be required in reference to your enquiry, please use the reference number below.

Reference number: 5f8af4dc-8***-a721-4a083adb8079

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We always try to respond within 24 hours and are committed to resolving your complaint or query with processes aligned with Independent Communications Authority of South Africa (ICASA) requirements.

Warm Regards,

MTN

After a week I contacted them again and sent my id copy with and is still waiting for response. Makes you wonder whether they are part of this OTP *****?

Can you help please? I want the R4821.53 removed from my account