Urgent complaint-unauthorised recycling of active Mtn number *** used for business and 2FA

Dear MTN Customer Care Team,

I am lodging an urgent formal complaint regarding the unauthorised reassignment of my MTN mobile number ***.

Background: Account holder: Tumi Maswanganyi Number: ***, RICA-registered in my name Status: While I had not recently purchased airtime or data, this number remained active on the MTN network and in daily use for: WhatsApp and WhatsApp Business, banking OTPs/2FA, logins to personal accounts including payslips, and client communication for my business. Issue: I have discovered that MTN reassigned this number to another user without notice, consent, or deactivation from my side. The SIM was never reported lost/****** or cancelled by me.

Impact: I have lost access to critical personal and business services. My contacts, clients, and banks are now reaching a third party. This has created immediate *****/impersonation risk, business disruption, and potential POPIA violations due to my personal data now being exposed to an unauthorised person.

Regulatory Breach: Per ICASA’s Numbering Plan Regulations, 2016, a number may only be recycled after deactivation + a mandatory quarantine period. This number was never deactivated by me and was still receiving SMS/calls. Reassigning it constitutes a breach of ICASA regulations and the RICA Act, Section 40.

Resolution Requested Within 48 Hours: Immediate investigation and written explanation of how an active, RICA-registered number was reassigned Urgent confirmation if *** can be returned to me, or written confirmation stating why not Compensation for damages, security risk, business loss, and reputational harm caused Official complaint reference number

Failure to resolve this within 48 hours will result in immediate escalation to ICASA, the Consumer Goods and Services Ombud, and the Information Regulator under POPIA due to the data/identity risk MTN has created.

I await your urgent response.

Regards, Tumi Maswanganyi Contact: *** | *** Affected number: ***