MTN really just does not care

I was part of a **** where MTN's system was hacked and my details were taken. One of their "security agents" called me and told me that my SIM was being ****** as we are speaking. This causes panic and stress as online banking is connected to my mobile phone number. "MTN" provided me with an OTP and then asked me to authenticate that it really is me talking, by reading the next OTP that comes through. In a matter of seconds my balance was adjusted (telling me they know exactly how MTN's system works) and they stole (bought data, transferred all my points and I'm not sure what else) to the value of nearly R8500.

From MTN's ***** department the message comes loud and clear that this is all my fault and that I should not have given out my OTP. MTN refuses to take responsibility or put into place any measures that might prevent this type of thing from happening again and just washes their hands by saying "We did send out communication" not to give out an OTP.

I am not a naïve person and feel like I've been ****** by some very clever people as they set the situation up exactly in such a manner that I could fall into their trap. Why, if you, MTN, know this is what's happening do you not have procedures in place to prevent it? Who EVER changes their limit from R20 to R10 000 and then spends thousands of Rands within seconds? NOBODY! *******!

If you know this is happening and you are doing nothing then it leads me to think that you condone this. Or that you are just not interested in the well being of your customers and their money and their feeling that they are secure with their mobile service. You just don't care?

FNB has put in place policies and procedures to help protect their customers. They have red flags on any unusual transactions that might go through. Why can you not do the same?

I have laid a complaint with the ***** department the day this happened. I gave them the number that called me, but they did not ask about numbers where the funds were transferred to. Why did they not ask about those numbers? My points were transferred as well, why did they not ask about those numbers? It's like they really just don't care because "We sent out communication", right? That's BS! If this happened to you or anybody that you love you would never let this happen again. You would make sure that your people are protected. Well here I sit, a customer of MTN for more than 15 years. I am your people. Protect me!

Stop being lazy and take responsibility - hell most people don't even know that it is possible to get money ****** through your MTN app. BS! Your systems are flawed and you are saying that your customers must pay for it. BS!

You can't take care of your customers?

This should have never happened! Your systems are vulnerable and you leave us with the responsibility to fix it? BS!

I expect you to put into place a red flag system that doesn't allow a cap to be adjusted unless you personally speak to the person and verify their identity.

Just do SOMETHING damnit!