OTP **** ***** CASE

My experience with MTN has been unpleasant of late.

On Sunday, the 29 of September 2024, I was called by some guy pretending to be from MTN. He had told me that someone is trying to do a sim swap with my number and my number has been “reported” and “flagged” and MTN is trying to cancel the sim swaps and transactions done on my number.

The ****mer got a hold of my MTN app using OTP and did a lot of transactions on the app. I immediately called MTN when I realised that I am being ****med and I reported the matter to MTN and everything that transpired . I was told that the ***** case can only be reported once the has invoice generated.

On the 3rd of October, I called again and opened a ***** case and I was told to call back after a couple of days to check the outcome. Today, I called to get the outcome and i was told that the conclusions were that I was not a victim of OTP **** as the transactions were done using USSD and my physical phone , which is completely not true, because all the transactions that happened on the day of the incident were done on my app by the ****mers.

The ****mers had increased my spend limits using the app and all the transactions were done on the app. The only USSD I used was when I realised that these guys were ****mers and I tried to decrease my spend limit back to R 0 in attempts to stop the ****mers because they were in my MTN app and I couldn’t do anything with it, and it didn’t go through at first . I tried again to change it to R 100 and it went through and then again reduced it to R50. That was the only USSD CODE I DID ON THAT DAY and I told the consultant this as well . I didn’t purchase the data and minutes, it was purchased by the ****mers using my MTN app.

The MTN consultant told me that they’ll be able to see exactly which phone logged into my MTN app and did the transactions and if they really did check which phone did the transactions they see clearly that it wasn’t my phone and SIM card as their outcome is suggesting

I want proof from MTN on how they came to the conclusion that I did the transactions using the USSD CODE, my phone and sim card

Case Reference Number: REQ***