Appalling Service from Foschini SIM Card and MTN – A Nightmare Experience

I am extremely disappointed and frustrated with the shocking level of service I have received from both Foschini and MTN regarding my ****** phone and the number linked to it – ***.

My phone was ****** while I was on a Foschini SIM card contract. On Monday, 12 May, I contacted MTN to request a SIM swap, but was told the number was still under the Foschini Group. I immediately contacted Foschini to have the number released. I was informed that it would take a week for the number to be released.

After patiently waiting, I followed up again on 20 May and was told that the number had finally been released and was now under MTN prepaid. That very same day, the number was hacked.

I immediately reported the matter to both MTN and Foschini, but instead of taking urgent action, I was sent from pillar to post. Neither party wanted to take responsibility. Meanwhile, the hacker was actively using my number to **** people, which could have been prevented had there been proper coordination and accountability between MTN and Foschini.

The lack of urgency, poor communication, and complete disregard for customer security and well-being is unacceptable. I trusted these companies with my personal information and expected a basic level of service and responsibility – especially in such a serious situation.

I strongly urge both MTN and Foschini to urgently improve their processes and customer support. This experience has not only been stressful but has also put my reputation and contacts at risk.