MTN Disgusting Customer Service

I became a victim of ***** whereby someone had called me from this number (+***9) on the 5 Oct posing to be an MTN agent saying that there was a request for a sim swap. Before I knew it my limit on my account was increased from R500 (which I capped at R500) to R4945. Then a transaction of 100GB of data was purchased until ***0. Immediately thereafter 5170 MTN loyalty points were transferred to ***. I immediately called MTN on 135 @ 14:51 to report the matter. The consultant that took my call said that she cannot assist me and I need to call the MTN ***** Number on *** or ***. I called both these numbers but was unable to reach anyone as there is NO actual person that answers instead a voice note that states dial 135 and MTN is changing it's numbers. Really frustrated at this point and unable to get a hold of an actual person to speak to at MTN, I tried calling the 135 number again. Finally! I managed to speak to Benjamin Martin who then assisted me in logging the ***** report ref: *** and another report for the billings department, ref: ***. Benjamin further advised that the first consultant was responsible for preparing the incident report and sending it over to the MTN ***** department. She was not supposed to give me the number to call. Unfortunately in my panic state I did not get her name. On the 5 Oct I received an email from MTN ***. Their email just stated "Please send the proof for Suspected ***** SR raised by you to this mail address *** with subject line as #SR---".

On the 7 Oct I sent an email and received no response from MTN. On the 14 Oct I sent another email requesting feedback, and still received NO feedback. On the 17 Oct, I ran out of minutes and decided to make a purchase of my contract but was unable to do so. I called MTN 135 and spoke to Mxolixi Ngcobo, who advised me that I cannot make any purchases on my account as it is currently being investigated with MTN ***** Dept and there is nothing that he can do from his side. He assured me that I will receive a call from MTN ***** Dept by Monday, 19 Oct and the issue will be resolved. Still No feedback from MTN. On Monday, 2 Nov, I called 135 requesting the outcome of the investigation, as my bill for October R5168.00. The consultant again could NOT assist me, I then spoke to Oletta Samuel (Service Manager Customer Service) (DBN KZN). She advised me that she will email the ***** Dept's manager as it is way to long and she further stated that she will also send me an email with her details should I not get any feedback I can contact her. She has failed to send me a email as discussed and MTN ***** Dept still has not provided feedback or made contact.

I am in a situation whereby I have a contract with MTN and is required to pay for that contract but I cannot make calls. I work from home and need to make business calls. I had to go and purchase a R500 cell phone, Vodacom sim card and buy prepaid airtime... which makes me re-think WHY?? why am I with MTN. I have being a victim of *****, and MTN has made NO attempt to investigate this matter, but they surely did not hesitate to bill me for it. Do they seriously expect me to pay this bill? Is this the type of service that MTN provides to their customer? Why have a ***** Dept if you are not going to investigate the incident? And because it is a ***** incident surely the turnaround time for the investigation should be 5 working days and NOT 1 month Indefinitely?? I have being a loyal customers for almost 20yrs now. I will defiantly be porting to Vodacom.

Regards, S. Ramasamy