URGENT: MTN Inconsistent Information and Failure to Blacklist ****** iPhone

I am extremely disappointed with MTN’s handling of my request to blacklist my ****** iPhone 16 Pro. I have been a loyal MTN customer for over five years, yet I have received conflicting information from multiple consultants, and my phone is still not blacklisted. This delay is now affecting my insurance claim.

On 10 October 2025, I contacted MTN to request a blacklist for my ****** phone. The first consultant I spoke to could not pick up my device on the system, neither my current iPhone 16 Pro nor my previous iPhone 14, which I had used for over a year on the same MTN number. I then provided both IMEI numbers as they appear on the box, but he still could not locate the devices.

I called again and spoke to Sthembile Mdlalose, who confirmed that she could see my iPhone 16 Pro on another MTN system. She told me she had successfully blacklisted the device and that I would receive my ITC reference number within two hours. I never received that number. I phone again and spoke to Lesego who confirmed that the ITC number is not available however he has escalated and I should call again.

On 11 October 2025, I called again and spoke to Sinazo, who was very helpful and assisted me with my SIM swap. However, she was adamant that Sthembile did not blacklist my phone. She also stated that ITC reference numbers are issued immediately once a phone is blacklisted, which directly contradicts what I was told the previous day.

This is concerning because if Sthembile was able to pick up the iPhone 16 Pro on MTN’s system, why does Sinazo now claim it does not appear? One of them is clearly incorrect, and in the meantime, I am left with an unprotected device and no ITC reference number to provide to Discovery Insurance.

I urgently need MTN to: 1. Confirm whether my iPhone 16 Pro has been blacklisted, and if so, on which system. 2. Provide my ITC reference number immediately. 3. Investigate and explain the conflicting information given by Sthembile Mdlalose and Sinazo.

Details: • MTN number: *** • IMEI numbers: ***| *** • Device: iPhone 16 Pro • Reported ******: 10 October 2025

I expect this matter to be treated with urgency, as it directly affects my insurance claim process.

Regards, Thembi