Slow to Resolve *****

Good Evening, At approximately 4pm on Wednesday the 2nd of February 2022, while I was in the process of entering my house after a long day at work, I received a phone call from a man who provided me with confidential information supposedly on behalf of mtn. He very convincingly and forcefully coerced me into providing him with 4 digits that are being sent to my cellphone by reassuring me that he was from mtn and stating that a sim swap is in process and that in order for me to prevent that, I should provide him with said digits. Again, he provided me with confidential information to attempt to reassure me that he was from mtn.

However, as soon as these digits were given, my spend limit increased drastically and I noticed that data bundles were being purchased. Immediately, I realised that this was ***** and not being tech savy, I enlisted the help of my daughter.

She then called the mtn ***** department and spoke to a woman for a lengthy period who made her wait intermittently. After about 20 minutes she was insructed to delete the mtn app from my cellphone, to re-download it and to relogin. The woman assured us that by doing this, we ensure that the person who has committed the ***** will no longer have access to my account. She then took another 20 minutes to log in the ticket and to process the cancelation of the data bundles that were purchased **********ly.

All the while, she was not empathetic to the situation and her customer service was unsatisfactory to say the least. Every suggestion we made was met with a mtn policy or regulation that prevented this process from a speedy resolution. As a result, i feel like this is a rife breeding ground for ********** activity. My response was swift in order to rectify the situation as soon as i realised that it was ***** however MTN's is not as this issue is still unresolved.

I was given a reference number and asked to call 3 - 5 working days later. I asked my daughter to call on behalf of myself as she understands technology more than I. She called today on the 7th of February at 7:30 am with the hope of hearing that my issue has been resolved however, she as well as myself was distraught at hearing that very little to nothing has been done and instead, she was given another reference number and another waiting period of 3 - 5 working days.

As a result, we have requested the recordings of all our claims and queries and we see that the only resolution is to hand this over to our lawyers as well as ICASA.

As a consumer and a loyal MTN customer for years, I am sad to say that this incident has left more than a bitter taste in my mouth. I am disappointed beyond belief at the lack of empathy, helpfulness and the ability to act swiftly upon an issue as rife as ***** in our country.

This is beyond unacceptable and sadly you have lost a loyal customer as it is evident that your priority as a company is the money coming in regardless of the means at which you get it and at the cost of customers livelihoods.