Complaint Regarding Poor Handling of SIM Swap ***** – Urgent Attention Needed

Dear MTN I’m writing this with great disappointment and frustration after the way my recent experience was handled. My number was hacked and a SIM swap was *****ulently done. The *****ster used my WhatsApp to **** people by pretending to be me and asking for money. When I discovered this, I immediately went to your store in Musgrave centre around 12:39 PM on the 8th of May to report it. I was told a SIM swap had been done to recover my number, and I paid R65, being assured it would be active in 3 hours. After waiting, I returned just after 16:00 only to be told the *****ster had rejected the request. I was devastated. I asked what could be done, and I was told to try another SIM swap, but with no guarantee the *****ster wouldn’t block it again. I asked if it could be escalated to a manager, and was told I’d need an affidavit. I wanted to rush and get one, only to be told I wouldn't make it back before 5 and that the process wouldn’t go through after that time yet the shop closes at 18:00pm. Instead, I was offered the option of turning my number into a contract for R150 upfront and R60 monthly to “keep it safe.” Why should I have to go into debt just to protect myself from *****? I asked if the number could be suspended to prevent further ****s, and I was told it would be “too complicated” to restore later. At a moment when I was vulnerable and scared, I trusted my service provider to help. Instead, I was met with delays, upselling, and a lack of urgency. I returned the next morning with the affidavit, only to be told the manager who could help was off. Again, I was given the same R150 contract option as the only solution. Because of these delays and lack of support, the *****ster had more time to **** others. I lost a total of R5,800 in one day. I don’t feel like I was taken seriously or protected when I needed MTN the most. Please explain why I wasn’t offered real solutions the moment I walked in, and why I had to pay and be upsold a contract to secure my number. I hope MTN takes this seriously. What happened to me could happen to anyone!