MTN *****/**** unresolved

As a customer with MTN for the past 25+ years I am saddened by the service from MTN. And now as a pensioner I am appalled at what is going on with my account. When I took out my contract 25+ years ago I had given it to my daughter (this is quite a common thing and many parents have done this). We have had no problems with MTN until recently.

My adult daughter has been using the number all this while. On the 11 November 2022 whilst nursing her 5month old baby she received a distressing call from someone claiming they work for MTN and that her number was being tampered with. She then started receiving a whole lot of OTPs and when she realised that she was being ****med she immediately asked to speak to a manager. She then disconnected the call and was further harassed with another call. At this point her husband had taken over the call and the ******** eventually disconnected.

Distressed she called the bank first and placed a hold on all her bank accounts. She then tried to call MTN customer care to report what had happened but could not get through. She then drove to a MTN store and was told that I had to make contact with MTN to report what had happened.

The next day I had driven an hour to an MTN store in the NW to report the incident. My daughter had an affidavit of the events and the agent at the store assured me it would be sorted out. Weeks went by and nothing was sorted. The number had been transferred 12 000minutes and 49GB of data and a bill of R6k.

After weeks of not hearing back my daughter then got in contact with the ***** department and had been advised that the documents were not submitted to the ***** department. She then emailed through what was required and more than a month later, as a pensioner - I sit with a bill of R6k with no resolve from MTN - even though the airtime and data were not used and I pleaded to have those transactions reversed.

As a long standing loyal paying customer I would think being ****med would allow me the privilege and service of understanding that It was a **** as the pattern of payment over the years indicate that I have been a customer of good standing.

I would like some resolve as being a pensioner I am not able to pay that amount of money - for something that was in fact a ****.