Sim Port Nightmare

I am having the most impossible sim porting experience. I recently took out a FNB Connect contract and I have been trying to port the MRP Mobile number I had to FNB Connect since the 22nd of December and to this day, it still hasn't been done. I can understand that it has been the holiday season and there might be slight delays in service due to people being on holiday, but the complete lack of knowledge and proper customer service from the MRP Mobile team has been appalling to say the least.

I first sent an email to MRP to enquire about cancelling the sim contract and changing it to a prepaid one on the 21st of December, 2021. I never got a response to that email. I tried the sim port on the 22nd and was told my sim card is on contract so I'll need to contact Mr P Mobile so they can release it from contract to prepaid. I called MRP before noon on the 23rd and was told it would take 24 hours for the sim card to be released and it can be ported by FNB after those 24 hours.

On the 28th of December, I called FNB in the morning to enquire about the sim port and they told me that the status on their system was "Waiting For Donor" meaning MRP hadn't released the number. I contacted MRP and was told that since I had made the request very close to Xmas Eve, their team hadn't had the chance to process the request yet, and I should wait 24 more hours and it should be complete. Later that afternoon, I received a call from a very rude MRP Mobile representative who refused to tell me the reason for her call. She kept insisting that she was just told to contact me and kept asking me rudely to supply my verification details and ID number. Given our country, I don't freely give out my details, because anyone can call and say they are with a certain company. She rudely asked me why I contacted MRP mobile, when she was the one who called me. I then told her my possible contact would be to complain about their atrocious service. She then tried selling me an MRP product, which I refused. I believe this call was coming in response to my email from the 21st, I am not sure because the sales rep was just a nightmare.

Yesterday, the 3rd th of January, 2022, I called FNB Connect again to enquire about the SIM port and they said that the status hasn't changed on their end from "Waiting For Donor", so I then called MRP again to ask about my sim port and was told I would have received an sms from MRP to confirm the port. I then needed to respond to the sms to confirm the sim port before it can go through. I informed the MRP rep that I no longer have the MRP sim card. And she informed me that I'll then need to go in store with my ID and confirm the sim port. I did that this morning, the 4th of January, I went to the MRP store at Fourways Mall and they called the MRP mobile hotline from instore. The MRP employee instore was on the line with the MRP Mobile representative and then I was told that MRP does not port out their numbers. You can only port in. I then asked to speak to the MRP Mobile rep myself and I explained this back and forth I have been having and she said that this is not a MRP Mobile issue, FNB is the one delaying on their end and I need to sort it out with them. So she first went from denying that MRP Mobile can port numbers, to saying the service provider is the issue, and saying that other providers like MTN, etc. are usually quick and have the process done within 24 hours. She encouraged me to then contact FNB and take it up with them and get them to contact MRP Mobile. I now went to a FNB branch and got on the line with a FNB Connect rep and she confirmed that the status of my sim port is still "Waiting For Donor" and that means that MRP Mobile is delaying the process. I then called MRP Mobile while still on the line with FNB and enquired about the sim port. And at the end of that call, I was told that the sim port will take 2 weeks. So from 24 hours, to 2 weeks! So I can't use my number for the next 2 weeks and I won't know once the port is complete either, I'll just need to test it myself.

MR P Mobile is truly a disgrace. There is a lack of accountability, knowledge and communication within the organisation itself and I have never heard of a sim port taking 2 weeks! This has been a very unpleasant experience and I truly believe MRP Mobile should just stick to selling cellphones via contracts from other service providers, not their own because they clearly don't know what they are doing.