MTN RECYCLED NUMBER NOT FUNCTIONAL

Good day,

I had a Telkom contract and before my contract expired I took a Mtn contract online didn't start using it till today- Samsung A56 5G for R379pm. Great deal and price Telkom couldn't match it therefore I took a new contract with Mtn. I explained to the online operator that I wanted to keep my Telkom number and he said it's no problem Sir you can take the new contract and then just port your Telkom number to the Mtn contract number after it expires.

My Telkom contract expired on the 10th September and was converted into a Telkom FlexOn 2 Topup. On the 12th I went to Mtn store and Telkom store @ Walmer Park in Gqeberha and was told that I can not port a Topup number to a Mtn contract if the Mtn contract number was already allocated and activated.

I used my Telkom number till date as there was still lots of airtime and data available to use. I started sending out WhatsApp's to contacts and businesses where my number is recorded to inform them that my number will change shortly , because I won't be able to keep my old number.

One contact sent me a screenshot of a old lady attached to the profile of the Mtn number I said he must change my contact number to. I tried to change my number at Capitec online and it can't be changed to this Mtn contract number with the following msg- "The cellphone number you've selected is already being used by someone else. Please try a different number."

I phoned Mtn Customer Service today at 16:47 (14min 44secs)and explained my problem that I have a new Mtn contract number allocated to me but wasn't recycled properly, because I can't use the number at the bank or access whatsapp with it. Whatsapp says there is a secondary pin to the whatsapp number that I don't have.It must be the previous owner of the Mtn number that placed the secondary pin linked to their e-mail account.

The operator lady told me that she is very sorry for she understands my problem but can't assist because on the Mtn system it shows that the number is allocated to me and I had to wait 3 months for the recycled number to be fully recycled to use at the bank or whatsapp.

I asked for my situation to be escalated as someone should be able to sort this out but was told that she can't escalate it and I have to visit a Mtn store and ask them if they can help. I'm sure a Mtn store is only going to tell me that I didn't take the contract with them therefore can't help me.

Do not take a online contract with Mtn as no one is able or willing to assist if you have a query afterwards. I'm disappointed as I have been a Mtn customer before and didn't have these kind of technical issues.

Should MTN fail to resolve my complaint within 14 days, the complaint will be escalated to ICASA at ***

If MTN can't resolve this problem I want this contract canceled and refunded. MTN can't issue new customers with a recycled number that is not fully functional.

Contract me asap.

Regards Etienne Prinsloo ***