MTN's TOTAL INCOMPETENCE

On 3 May 2022 I was called by someone calling himself Jason Oosthuizen from the number *** informing me that someone was attempting to do a sim swap on my account and that he needed my assistance to stop it. I was distracted at the time due to personal issues, and wasn't concentrating. He asked me for an OTP he had generated, which I gave him, but he kept insisting that the transaction hadn't been completed successfully and required further OTPs. He gave me a reference number, 1786 77 86, and indicated that he was phoning from the Bedfordview MTN where he was located on the 3rd floor.

After the call had concluded I became aware of SMS's that had been sent to my phone for transactions that had been completed. Firstly my credit limit had been increased to R15,309 and then 100Gb of data was purchased 3 times in a row at R3999 per transaction. There was also a transaction where R200 had been transferred to the number ***.

I immediately called the MTN ***** line, but after hanging on for 45 minutes, with no luck in reaching an agent, I hung up and drove to the local MTN store where they informed me that the data hadn't been used and they then submitted a request through the system to have the 3 transactions reversed.

Later that afternoon I managed to make contact with the ***** Line on the 135 number, but the agent told me I had to submit an email to ***, which I did immediately. They responded by indicating that I needed to delete the MTN app from my phone, reinstall it, and to make sure that I do not share data with any contacts, all of which I did immediately. I requested them to reverse the 3 transactions whereby data was purchased **********ly against my account to the amount of R11,997. I have since contacted them every day by mail, but I have been met with complete silence.

On 10 May 2022 I reported the incident to the MTN Complaints Line and received an automated response with a reference number. I was promised a response within 24 hours, but that was 3 days ago and still absolutely nothing has happened, even though I have sent daily reminders after this.

On 11 May 2002 I happened to be in Johannesburg and went to your head office in 14th Avenue, Fairland, arriving at about 13h15. I stood at the door pressing the "MTN Visitors" button for about 10 minutes, and (yet again) absolutely no response!

I'm seriously starting to doubt whether MTN actually exists as an organization, or whether the name isn't simply a façade for a totally empty and non-existent entity. Certainly it cannot be that difficult a process to reverse the 3 transactions as the data is still reflected in my account, it was not moved to another number? And why is it that MTN cannot contact me to update me on the situation? This is completely unacceptable!