MTN Reactivation and RICA Chaos – Legal Escalation, Inconsistent Info, and Poor In-Store Service

I am submitting this complaint to document an extremely frustrating and disorganised experience with MTN involving billing, reactivation and RICA compliance.

I fell into hard times last year and MTN contract fell into arrears. These arrears were fully sorted out last week after escalation to MTN Legal, including multiple submissions of proof of payment and back-and-forth correspondence.

Once the arrears were resolved, I formally requested that my number be reactivated, as I had no intention of cancelling the contract and wanted the number and service restored.

Despite complying with all instructions and payments, the process that followed was chaotic and inconsistent, including being told different amounts were required for reactivation versus cancellation, with no clear explanations.

To avoid further delays, I paid every amount requested, even when the communication provided did not align with previous correspondence.

RICA Issue

After reactivation was supposedly processed, I was informed that my number was RICA-barred and instructed by MTN Legal to go into an MTN store to resolve it.

I specifically asked MTN Legal whether there was:

A number I could call

A digital or email-based RICA process

Any assisted escalation option

I was told to go into a store, with no alternative support provided.

Fourways Mall – First MTN Store

I went to one of the MTN stores at Fourways Mall after work, making a significant effort to resolve the issue in person.

The consultant:

Told me my SIM was already RICA’d

Repeatedly instructed me to “call customer care”

Ignored my questions

Continued working on his screen without engaging

Walked away while I was speaking

When I asked for exact call prompts for 135, I was either ignored or given incorrect information. No attempt was made to investigate, escalate, or assist.

I left the store extremely frustrated, having made no progress.

Fourways Mall – Second MTN Store

I then visited the larger MTN store in the same mall, where I finally received competent and professional assistance.

The consultant there:

Properly checked my account

Confirmed the SIM was already RICA’d

Provided a direct RICA contact number, which allowed me to finally make progress

This was the first time anyone at MTN provided a real solution, despite prior legal communication and a previous store visit.

This experience has been absolutely poor with no coordination between MTN Legal, Billing, Customer Care and Retail Stores. Theres been inconsistent and contradictory information, unacceptable in-store service at one Fourways Mall location and unnecessary delays.

This experience has significantly damaged my confidence in MTN’s systems and customer service.