MTN - Empowered Outsoursing *****

I am writing on behalf of my father, Claude Petersen (ID: ***), regarding a distressing issue we are encountering with an MTN account associated with his mobile number ***), which has recently been deactivated.

Since February 2023, my mother’s bank account has been debited for services related to MSISDN ***, which is supposedly linked to a 40GB data SIM card. My father has no recollection of authorizing or requesting this card. In April 2023, I dealt with a Denisha from Empowered Outsource via email who mentioned that she would retrieve the call records from their call center for confirmation; however, we have yet to receive any updates on this matter.

Furthermore, I would like to clarify that my father has not taken delivery of this card, as the delivery method specified was "in-store pickup." Given this, we are keen to understand the following:

1.Who is Clinton Solomon, the individual who created the order for the SIM card, and where does he work? 2.Who is currently in possession of this SIM card, considering my father has not received it? 3.Can you clarify the billing details, particularly why the amounts have varied each month rather than remaining at a fixed rate? The order documentation indicates a recurring amount of R199 and a bill limit of R3851. We would appreciate an explanation regarding this discrepancy.

This situation has been ongoing for over a year now, and we are requesting a full refund for all the payments made to date. It is disheartening to note that my mother has been forced to initiate debit order reversals, incurring additional costs.

The lack of responsiveness following our inquiries with Denisha, Shane Dhirilall, Nicolene Britoe, and Riana Mall is concerning, especially in light of Denisha’s indication that the activation of this SIM card may have been due to an MTN system error, which the Constantia MTN team has contested.

Given that my parents are pensioners, the financial burden of these unexpected deductions is significant, and it is crucial that we resolve this matter promptly.

I kindly request your urgent assistance in addressing this issue and providing a resolution. We have a trail of emails beginning from April 2023, with our last follow-up documented in August 2023, which I can share for reference if needed.

Thank you for your attention to this important matter. I look forward to your prompt response.