MTN - No service

I am really disappointed about the service from MTN. On 2 October 2023 we realized they deducted to much money from my moms bank account. We went to the MTN store at Reds Mall Centurion. They picked up a *****ulent account created on my mothers name. We were advised to go and make a affidavit at the police station. We immediately did and went back. The *****ulent number were supposed to be blocked and investigated and feedback provided to us. About two weeks later I received a call to state that they are busy with the investigation but it can still take a while. On 1 November 2023 they deducted R4096.94. Bare in mind my mom is 75 years old and a pensioner. This is more than her monthly pension.

I got through to Me Leduma at the ***** team. She was very helpful. She picked up another *****ulent number on my mother's name and the 1st one was not blocked as it was supposed to. She advised that we go to the bank and reverse the debit order and then go to MTN and change the account to cash payment and not debit order for future and then pay the cash amount that she is suppose to on a monthly basis. The amount was reversed to my mothers account immediately by the bank and we went to MTN at Reds Mall. Once again Mpho helped us and was very helpful at first. She confirmed that she changed the payment method to cash and we made the payment. She advised that it might happen that they suspend my mothers account. If that happens we must just call/whatsapp her an she will activate the account.

On 2 November the account was suspended. I whatsapp her and she assured me that it was activated. We must just switch the phone of and on and it will work. The whole day on the 2 nd we were trying talking to her and via whatsapp. But still nothing.

On 3 November she advised that she can't help us we must dial 135, 30 min later finally our call was answered. I spoke to a lady Pilisa or something they do not speak clearly so you never really get the name even if you asked twice for the name. She told us that the account is still on debit order but she change it to cash payment. According to her everything is sorted on the account and the suspension should be lifted. We must switch the phone of for exactly 15 min and back on then it will be back on. Guess what it is still suspended. I called Mpho to ask for help and she said whatsapp me I am busy with a client. However she ignored my messages this morning and when I call from my nr she ignores it but when I call from another nr she answers.

I really do not know what to do to get my mom's phone fixed. Another 30 min on the line to get through to the 135 nr.. I really do not have the energy, I guess I will have to spend my Saturday in one of the MTN store tomorrow.

I cannot believe that a big company like MTN don't have a one stop service where one person can resolve your problems. Instead you must call, go to a shop, call ....

Really disappointed. Is their anybody in MTN that can actually help us?