NO service, NO assistance, NOT ALLOCATING OR PICKING UP A YEAR OF PAYMENTS I MADE thus suspending 2 of my lines, not getting back to me after NUMEROUS ATTEMPTS

My motther and I have been loyal clients of MTN for over 25 years and are highly disappointed about the utter lack of service and support being provided to us! Our frustration began when we realised that we had been referred to a Collection Agency for recovery of funds which had not been paid. For the past 25 years I have been paying my 3 X contracts via DO and 1 x contract via CASH.

All of a sudden the 1x contract was moved from a DO payment method to a cash payment method without me requesting such!!! 2 of my lines have been suspended due to an outstanding amount of over R30 000. I have made numerous attempts, telephonically and via e mail to query this matter as a matter of urgency,– in excess of 10 phone calls to different departments on 4 consecutive days and 3 complaints via e-mail as well as a request to Ralph Mupita, your CEO for assistance – BUT TO NO AVAIL !!! Ref numbers below: *** I have scrutinised the invoices and statements that I have received (some months I don’t receive invoices or statements) and noted that many of my payments do not reflect (as confirmed by the MTN consultant I spoke with this morning and she advised that I send the proof of payments to ***.) There is also credit due to me for incorrect invoicing for the month of Nov 2021 to the value of R900 that is outstanding. Furthermore, in terms of the invoice and statements – my personal information differs such as the “primary account number”, there are details on the invoices and statements that are unknown to me for instance addresses, tel numbers etc…I am not happy at all with the invoicing and to be quite honest, it concerns me that there are numerous issues and discrepancies with the invoicing. This raises red flags by me in terms of *****/tampering with my MTN account… I therefore request to be provided with a formal letter explaining to me how this could have happened. NBNBNB! I have now been forced to make payment towards this outstanding amount, despite that fact that I am urgently trying to speak to someone at MTN to give me answers to the above issues on how this account could run this high for so long, in order for my 2 lines to be unsuspended.

I have made a payment of R10 000 on 26/10/2022 in the interim, hoping that both the lines will be unsuspended. When I called MTN today, they confirmed receipt of my payment but said I need to pay a minimum of 75% of the outstanding amount for the lines to be re activated. This is totally unacceptable – I made a large payment without any recon or feedback from MTN, and still they can’t reactivate the lines or give any feedback or contact me with answers to my above concerns?