MTN OTP ********** Airtime and Data Purchases

On 29th December 2020 I received a call from someone claiming to be from MTN customer services. He was able to verify all of my credentials including my account number and the 3 cell phone numbers that are linked to my primary MTN account. He said that a Mr .... (cannot remember the name) was attempting to do a SIM swop on my cellphone number and had I requested a SIM swop to which I rep**** that I was definitely not doing a SIM swop. He said that in order to secure my account he needed to send me an OTP which then came up on my phone. The OTP was directly from MTN's official text message communication number which gave it validity in my mind. Shortly after this I began to receive text messages to say that my spend limit over an above my contract amount had been increased by R29000 and that airtime and data had been purchased on my account amounting to over R21000. I immediately phoned MTN customer services (132) but they said there was nothing that they could do as the purchase had already taken place and that I should go and report the ***** at SAPS and then go to my closest MTN branch. I then drove to the local Umhlanga SAPS where I signed an affidavit outlining the events that had taken place and went to MTN Gateway where I was helped by a consultant. She lodged the online ***** report with MTN's ***** department. I received a reference number (***). I was told that the matter would be resolved and that I would receive further information. By Monday 1st February 2021 I had still not heard anything and went into the branch. I was told that it appeared that nothing had been done on the reference number and she would speak to her branch manager to escalate the enquiry. On 17th February I sent her a message and she rep**** to say that the matter had been referred to the regional ops manager of MTN and that it was being dealt with. On Tuesday 2nd March I had still not heard anything so I went to MTN Coastlands branch to see if they could give me some help and a progress update. A consultant looked on the system and said that there was absolutely no action whatsoever on my reference number and that the enquiry was completely dormant. He then actioned a few e-mails within the company to try to get some progress. It is now Friday 5th March and I have not had any further updates. MTN are demanding payment of R21912.00 or they will suspend my services. When the ********* purchased the 400GB's of data he did not realise that you cannot transfer data from a contract account. Therefore I am sitting with 400GB's of data credited to my 3 cellphone numbers and I do not have a need for the data. All I am asking is that MTN remove that data and credit me for the ********** purchases. It's all virtual anyway. I am disputing the following amounts as per my MTN invoice for the ********** purchases of data: 1) R7,649.56 2) R3,651.30 3) R7,128.69 Sub Total R18429.55 + 14% VAT Total R21009.68

MTN your IT system allowed someone to gain access to my account and increase my spend limit and then **********ly transact to the value of R21000. And I cannot get any assistance to resolve this issue! I have been an MTN customer since MTN was an infant. 25 years!! Never missed a payment ever. Now they are threatening to suspend my services. I am shocked by the lack of interest and help in this matter. I cannot afford to pay R21900! Please assist.