Non existent MTN ***** department

The MTN ***** department at MTN is non existent. After neatly an hour and having spoken to a number of people I was not able to get hold of anyone in the MTN ***** department. I am trying to assist my mother with a ***** case that she reported to them the beginning of June. Someone registered an account in her name and MTN is now taking money from her - and she is a pensioner.