Ongoing account *****, MTN has no security measures to protect the customer.

I am submitting a formal complaint regarding ongoing and repeated unauthorized access and ***** on my MTN account, which has been occurring since 16 January. My first bill in Jan was R11729, MTN was able to determine that this was due to ***** and they credited my account. In March my account was R6604.03 and in Arpil R6800, Currently I am waiting for my new bill. Despite numerous attempts to resolve the matter directly with MTN—including multiple calls to their *****, retentions, billing and credit departments, numerous in-store visits, emails, and the submission of several affidavits—the issue remains unresolved and continues to escalate in essence the issue has been getting more aggressive. Unauthorized individuals have repeatedly gained access to my account, increased my spending limits (reportedly overridden by “MTN Admin”), linked additional numbers, and incurred charges without my consent. These incidents are occurring almost daily, including most recently on 6 April, as well as again on the 11th April and 12th April. I have taken all reasonable precautions, including installing the MTN app and reducing spending limits, delinking the linked numbers, logging in and out of the app repeatedly. However these measures are being bypassed without my authorization. MTN has failed to provide a resolution, prevent further breaches, or adequately secure my account. In an attempt to mitigate the issue, MTN has suspended my lines; however, I am still being billed for these services. Additionally, both of my line numbers have been changed by MTN, yet the *****ulent activity has continued uninterrupted. It is also of serious concern that, according to MTN representatives, the authorisation of these *****ulent transactions appears to originate from MTN administration systems. This raises significant concerns regarding internal security and the protection of customer accounts. Despite all interventions, the ***** continues to recur, and there has been no clear identification of the root cause or any effective solution implemented. Based on the ongoing pattern, there is no confidence that MTN will be able to resolve this issue, and it is likely to continue. This ongoing situation has caused significant financial risk and personal distress. I believe this reflects a serious failure in MTN’s systems, security controls, and customer protection measures.