URGENT — Immediate Resolution Required: ***** and Service Suspension

To whom it concerns,

I am writing on behalf of my mother. Her mobile services remain suspended due to *****ulent activity on the account. We reported this as ***** and have acted in good faith — yet after three weeks of chasing, nothing has been resolved, and your service levels are disgraceful.

Facts: • ***** was reported and resulted in charges of R1,014.xx. • We visited a physical store and were told they could not assist and to contact the call centre. • The legitimate outstanding balance for the suspended numbers has been paid. The *****ulent charge (above) remains contested and therefore unpaid. • Despite multiple promises, the lines remain deactivated. No substantive updates. No callbacks. No escalation. No team‑lead response.

This is unacceptable. Your organization has effectively left elderly customers without a working phone for three weeks while offering nothing but empty assurances. That is negligent and unprofessional.

Action required now:

Reactivate my parents’ lines immediately (no later than 48 hours from receipt of this message).

Provide a written confirmation that the disputed *****ulent charge will not be held against my parent's pending investigation.

Provide the name and direct contact details (phone and email) of the person or manager responsible for resolving this matter and a firm timeline for closure.

Provide a written summary of the investigation steps and expected completion date.

If this is not resolved within 48 hours, we will escalate this complaint — including lodging formal complaints with the appropriate regulatory and consumer protection bodies and pursuing all available remedies. We expect you to treat this with the urgency and professionalism it deserves.

Resolve this now.

Regards, Stacey-lee (on behalf of Charlene)