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MTN sets out its SIM deactivation policy

A Fin24 user recently wrote to tell about her frustration at her SIM card with Cell C being deactivated because she did not use it for a certain period of time.

She said she would have liked to have been notified in advance at least.

Cell C did respond and Fin24 also approached Telkom Mobile, Vodacom and MTN to find out what their approach is. Telkom Mobile and Vodacom supplied their feedback in time for the deadline and now MTN has also provided their approach.

Eddie Moyce: chief customer experience officer at MTN responds:

When a prepaid MSISDN has not made a chargeable call for 30 days, the following SMS reminder message is sent to the customer:

“Yello! To keep your cellphone number active, you need to make a call, send an SMS or MMS or load an airtime voucher every 90 days with MTN Access4Life.”

When a prepaid MSISDN has not made a chargeable call for 85 days, the following SMS reminder message is sent to the customer:

“Hello. As you have not made a chargeable call on MTN for 90 days you will be deactivated from MTN’s Pay As You Go system in 5 days. For more info, call 083173.”

The Access4Life Rule Table depicts which prepaid activity will count towards Access4Life rules.

If the customer has not complied with one of the applicable Access4Life rules in a 90 day period, the customer shall be deactivated after 97 days.

- Fin24

Disclaimer: All articles and letters published on MyFin24 have been independently written by members of the Fin24 community. The views of users published on Fin24 are therefore their own and do not necessarily represent those of Fin24.

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