MTN : Does not walk the Talk : Poor Customer Service

When my cell phone was suspended on the 8th September 2025 , I contacted the MTN ***** hotline and I was informed that a new number *** had been activated on my account on the 23rd August 2025 without my authorization nor knowledge.

This new number had subsequently incurred charges of R3423.40.

Further to the above I was informed that the details on my account had been changed to details not belonging to me and this is how the charges had been *****ulently incurred.

I was asked by the the MTN ***** department to submit an affidavit (certified by a Commissioner of Oaths) , a certified ID copy and pay the monthly fee (which was always done by debit order).

I actioned all three of the above and was told that it would take approximately a month to investigate and that subsequent payments on my account should be done by me via EFT.

I decided to follow up and contacted the ***** Department on the 25th September 2025 to find out the if there had been any progress on this ***** case and I was told that the investigation had not been concluded.

On the 6th October 2025 , I was shocked when MTN debited my account with R3423.40 (the amount reported as *****).

I have been a loyal MTN Cell Phone Customer for over 30 Years and find this to be extremely Poor Customer Service and a clear example of a Bullying approach.

It is sad that a large Corporate Company like this , constantly sings the song of Customer Care but cannot walk its talk !!!