Telephonic Upgrades

Dear MTN Customer Service,

I am writing on behalf of my mother, whose has a MTN account My mother is 86 years old and in the early stages of dementia.

Recently, her account was upgraded over the phone without her full understanding of what it actually entails. This upgrade is not suitable for her needs, and she is unable to manage the services or convert airtime to data. I consider this an unfair and inappropriate practice, given her vulnerability.

I request the following actions immediately:

Revert her account to the previous plan or the closest equivalent that allows her to use airtime and data as needed, without automatic charges or upgrades. Ensure that no further upgrades, changes, or deductions can be made without explicit authorization from me, her guardian. Provide clear instructions for manual airtime/data loading on her current plan. Confirm these changes in writing via email or SMS.

Please treat this request as urgent. If necessary, I am prepared to escalate this matter to the Independent Communications Authority of South Africa (ICASA) to protect my mother’s rights as a vulnerable consumer.

Thank you for your prompt attention to this matter. I expect confirmation of the plan reversion and security measures as soon as possible.

Kind regards,