MTN responds to complaint about subscriber usage limit increase

In a complaint, the Afternoon Drive listener, says the person who stole her son's phone applied for usage limit increase and MTN approved the request without doing any affordability or security checks.

MTN General Manager for Branded Channels, Gaba Majola, says MTN was not aware that the phone was stolen when it received a request for usage limit increase.

The credit affordability is determined when the customer applies and initiates the contract. However, we did not activate that credit limit.

Gaba Majola, MTN General Manager for Branded Channels

The usage limit can never be increased passed what is the pre-approved credit limit that they would have been predetermined for when they applied for the contract.

Gaba Majola, MTN General Manager for Branded Channels

For convenience and customer experience we make the usage limit changes convenient, it can done on the phone, either using the USSD string or using My MTN app, which is something are told when negotiating the contract.

Gaba Majola, MTN General Manager for Branded Channels

Listen to the full interview below...

See the complaint sent by the customer below...

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