MTN owes a Pensioner R14K+ for ********** account activity and could not care less!

I am writing this review on behalf of my mother who is 75 years old and who had a contract that she paid on time always with MTN for years. However, back in 2015, my Mom kept on telling me that she is receiving charges on her phone for data she did not use. Numerous attempts to resolve this matter in-store at Cresta's MTN branch turned into nothing. We voted with our feet and left MTN as a service provider In September 2015. To make sure there could be no further incorrect charges, I first made my Mom's account into a post-paid account with MTN (meaning MTN could no longer charge her for anything and that she had to buy time and data to benefit from any of MTN's services). After confirming the account was indeed a post-paid one, I app**** and had her number migrated from MTN to Vodacom. MTN's records still show that my Mom's account was a post-paid one when she migrated to Vodacom.

Fast forward to October 2017. My Mom could not understand why she was not able to meet her financial obligations as she is extremely careful with her spend and asked me to help her. On closer investigation into her FNB bank account, I found many deductions from MTN post September 2015 after she left MTN. Not only were deductions made for the number she used to have with MTN, there were also deductions for two others numbers that were **********ly created against her number in January 2016, long after she left MTN in September 2015.

We immediately contacted MTN and asked them what we should do. They advised that my Mom needed to submit an affidavit, that she must get confirmation from FNB regarding all of the incorrect charges on an official bank letter, and to submit these documents to them along with her ID documents. We met all of their requirements to enable the ***** Department to investigate. We were told that we will receive a response within 10 days.

After numerous emails and even more calls to Customer Service and the ***** Department, we have not once received feedback. Even speaking to and directly emailing a Customer Service Manager (Nadia) and her Assistant (Nomhle Solonzi who is an MTN Postpaid Customer Service Executive) did not help one bit. Following all their instructions, meeting all of their requirements, being nice, being patient, being frustrated and making it known is entirely irrelevant to MTN. They simply do not care and are happy to pass the "procedural" buck. We have been **** to and the empty promises are widely infamous. We have no other avenue that we know of to exhaust apart from naming and shaming in this manner.

I cannot believe that MTN has so much disregard for their customers let alone a Pensioner that is struggling financially and which they are fully aware of. The reference number we received from MTN for the case is ref: 1- ********** 3488.