Disgusted at the Incompetence

I am a very frustrated and disgusted client. I have been a customer of MTN for more than 10 years. I lost my cellphone which obviously had my sim car in it. I went to the the MTN Clearwater store to do a sim swap on 02/01 at 9am. They needed an affidavit from the police station to do the sim swap as I couldn't remember all the security questions (this is completely understandable).

I then took all my supporting documents back to the store where I was told I have to wait 72 hours to attach the documents to my profile. I then phone the customer care line where they inform me that they do not accept documents via email anymore due to ***** and that the store is supposed to assist me.

I then go back to the store - this is now 16:00 (7 hours trying to get this sorted), and I phone customer care so they can explain to the customer care consultant at the store how to upload the documents.

This was then done and I received two reference numbers. Today, I phone the customer care AGAIN and my documents are still not uploaded. They then advise me to go back to the store and follow the excruciating 7 hour long process again.

All this effort just to do a sim swap???? I have done sim swaps before with MTN and I have never had such issues. And now I have to wait for this to be sorted before I can pick up my new cellphone.

MTN Clearwater Mall does not make life easier for customers.

Hopefully I can talk to someone at the head office now that can actually assist. I am tired of the incompetence. The store staff needs training on their own systems.