I called in to have account details changed for a contract that I am using, and was gifted to me, but is registered under a parents name. I called in four times and spoke to several consultants all of whom refused to assist me because my name wasn't registered as the account holder. I was told to submit certified copies of ID's and a letter of authorisation. I sent a letter in the account holders HANDWRITING and SIGNATURE and I was told that 'we can see that this is not your mothers letter'. I had upgraded the contract personally the previous day, as the account holder and myself are in two different sides of the country, and the store approved everything but did not load the relevant documents onto the system. MTN refused to deal with my query, despite the fact that I have been using the contract for 2 years, I upgraded the contract and signed for it myself, and submitted all the documents they required to the store and via email to the call centre consultant, insisting that the original account holder, resubmit this information (redundantly) and call personally. Every single consultant refused to understand that the 1500km distance between the payer and user, made a difference.