MTN Enabling *****

I'm posting this out of sheer frustration at the lack of accountability that MTN has displayed to me as a customer for the past four years.

On the 27th of May 2021 I informed MTN that I suspected an ******* sim swap and upgrade was done on my contract account. I went to an MTN dealer and explained to them what happened and was told that MTN would look into the matter. I let a few days go by and heard nothing back so I decided to call customer care where to my shock I was told nothing had been reported and the ********* was racking up call and data charges against my account, which I had no access to but would end up footing the bill, I instructed the agent to suspend my account and not debit me for the erroneous amount because of the ***** against my account, the agent assured me that I would not be billed the wrong amount and that the ***** department would investigate and call me back.

I waited for feedback with no response, I then called again on the 1st of July 2021 to get an update and was told that they did not know what was happening with my case but that I would be called back the following day, again no response. I called again the following day the 2nd of July and was told the same thing, the agent did not know what was happening and she would call me again, having learnt from the last experience I asked for a reference number, unsurprisingly I was not called again,

I sent further emails to MTN customer care where I was told that my case had been closed because I had not submitted any documentation which in all my dealings via email and calls had not been communicated to me at all.

I've tried reporting this matter via their referenced online material which was an exercise in futility as their ***** site never worked.

In closing this is terrible so called customer service and intend on pursuing this matter with the relevant authorities as it seems MTN has no regard for their customers and are abetting *****.

If any MTN representatives are interested my initial reference number is, ***.