Very Poor Service

This is now the second email after 5 calls to the 135 call centre and my email dated 4 June 2024. Please respond as a matter of urgency to resolve the matter.

Thank you

I have a serious problem with MTN service which I request gets fixed as a matter of urgency now since it has been going on since 29 May with now success in sight.

1. Last month I enabled two of my MTN contract phones for International Roaming, 071 *** ***X and 071 *** ***X. 2. On 28 May both the phones returned to South Africa. 3. Since returning to South Africa the two phones cannot receive voice calls, make voice calls, receive SMS’s, send SMS even with the phone indicating it is connected and registered to the MTN Network. 4. It is not possible to deactivate international roaming via the MTN App on the phone, gives an error message. 5. It is not possible to deactivate international roaming via the 135 USSD codes, gives an error message. 6. I have now phoned the MTN 135 call centre 5 times since 30 May to fix the problem with the two phone numbers. 7. Every time I am told by the operator that they cannot perform the correction on the system and escalates the matter to the back office. 8. If you check the system will find lots of escalation reference numbers against my account. 9. Why can the back office not fix the problem or do the back office only work one day a month? 10. This is not the service I expect from MTN after 30 years of my business with MTN.

Please look into this matter urgently since the users of the two numbers can not do any internet banking or transactions requiring their phones to authenticate. I repeat the numbers for in case you did not see then at the top. 071 *** ***X and 071 *** ***X.

Looking forward to getting a positive response from MTN this time.

Johan Lehmann