Unexplained Suspension of My MTN Numbers

Dear MTN Customer Care / Complaints Department,

RE: FORMAL COMPLAINT REGARDING THE UNEXPLAINED SUSPENSION OF MY MTN NUMBER

I am writing to formally lodge a complaint regarding the suspension of my MTN numbers *** and ***) without adequate explanation, prior notification, or an opportunity to resolve whatever issue MTN alleges is outstanding on my account.

On 16 July at approximately 07:11, I contacted MTN and spoke to Samkelo Khanyile. During that call, I specifically sought confirmation regarding the status of my account, and I was informed that my account was up to date.

I am therefore extremely concerned and disappointed that my number has subsequently been suspended. This raises a number of serious questions which MTN needs to answer:

Why was my number suspended if I was previously informed by your representative, Samkelo Khanyile, that my account was up to date? If there was an outstanding amount, why was I not properly notified of the amount allegedly owing and given an opportunity to make payment before my service was suspended? How much exactly does MTN allege that I owe? Why was the amount not deducted from my bank account if there was an outstanding debit due to MTN? I have sufficient funds available in my account. Why was I not sent a notification, statement, SMS, email, or any other clear communication informing me that my account was in arrears and that my services were at risk of suspension? On what basis was my number suspended despite the information previously provided to me by your customer service representative? Furthermore, on Monday at approximately 15:00, I received a call from a number beginning with 03125. The lady who contacted me was extremely rude and, instead of properly explaining the alleged reason for the suspension and assisting me with my query, her conduct made the situation even more frustrating.

I specifically requested clarity regarding the suspension because I need to understand what happened between the time I was assured that my account was up to date and the subsequent suspension of my services.

The suspension has caused me significant inconvenience because I am currently unable to make or receive calls. I rely on my cellphone service for important communication, and MTN’s decision to suspend the service without providing me with clear information or adequate prior notification has negatively affected me.

I therefore request that MTN urgently:

Provide me with a full statement of my account; Confirm the exact amount, if any, that MTN alleges is outstanding; Explain why my account was previously confirmed as up to date by Smanga Diso Kanyile; Explain why any alleged outstanding amount was not deducted from my bank account; Provide the reason and date on which my number was suspended; Confirm what notifications were allegedly sent to me regarding the supposed outstanding amount; Investigate the conduct of the representative who contacted me on Monday; and Immediately restore my services if there is no legitimate outstanding amount preventing the continuation of my service. I also request that MTN listen to and review the recording of my 16 July call at approximately 07:11, as this should establish exactly what information I was provided regarding the status of my account.

I expect this matter to be treated as a formal complaint and escalated to the appropriate complaints/escalations department.

Should MTN fail to provide a satisfactory explanation and resolution, I reserve my right to escalate the matter further to the relevant consumer protection and telecommunications regulatory authorities, including the National Consumer Commission and ICASA, as appropriate.

I would appreciate a written response addressing each of the questions and concerns raised above, rather than a generic response advising me simply to make payment.

I look forward to your urgent response and the immediate restoration of my services where there is no valid reason for the suspension.