No action from MTN after reporting *****

After I have notified MTN six weeks ago of the ***** on my account and followed up several times, no action was taken and the ***** has now escalated to a loss of about R12 000 for me - and counting since there are daily ********** activity of ME2U transactions on my account. Below is the email that I have written to them this morning:

TO WHOM IT MAY CONCERN I am laying a complaint due to the inaction of MTN, after having notified MTN several times of the ***** on my account. On the 12th of March I phoned MTN service on the 135 line to report ***** on my account. The ***** entailed international calls to Greece in the middle of the night (I do not know anybody in Greece and did not use my phone on those dates in the middle of the night) and ME2U transactions on my account (I am not registered for ME2U). According to the agent my call was logged and attention will be given to the *****. I received an email on the 23rd of March to which I responded on the 24th of March with the subject line of #SR:***. I phoned again on the 1st of April after the amount due to ***** was charged and deducted from my bank account through debit order. According to agent Talisa the report needed to be escalated and she gave me two reference numbers: Ref no for billing dept: ***, and ref no for ***** dept dispute: ***. Nothing happened, because on the 30th of April I realized that the exorbitant amount of R7428,64 was charged to my ***,30 of this amount was charged due to daily ME2U transactions. I went to the Century City MTN branch and spoke to an agent who told me I should’ve obtained a police affidavit as part of the report. NOBODY TOLD ME THIS BEFORE. I submitted a police affidavit and copy of my ID, together with my report of the ***** and was given the following ref no: ***. I expect that my complaint and the ***** on my account be investigated and that MTN should come back to me with the result: As a consumer, I feel that I am entitled to have a clear timeline of the investigation with regular feedbacks on the progress. How was access gained to my account? How can this be avoided in future? I demand to be reimbursed the amount that was charged on my account due to *****. I want an apology that there was inaction to investigate the ***** on my account and that this has impacted me financially and psychologically. Regards Emma Willemse Emma Willemse Artist and art educator *** www.emmawillemse.co.za