********** SIM SWOP SERVICE

********** service with a sim swop.

My helper has now been without a phone for 2 weeks thanks to APPALLING service by MTN as a whole.

On Monday, the 5th April my domestic worker's phone was ******. I called customer care on the Tuesday morning and had the phone blacklisted. This service was great, no complaints.

On Wednesday, the 7th April I took Zinhle into the MTN store in Nicolway to apply for a sim swop. Miles was incredibly helpful and the sim swop request was successful. We were told to put the sim in at 6pm that evening to see if it worked, and if it didn't, we should leave the phone off and try again the next morning. By Thursday, the SIM swop had not gone through. I phoned customer care and was told it has been escalated to supervisor level, which could take an additional 24 hours. By the Friday evening, the sim swop was STILL not active. I phoned MTN customer care again and was told the sim swop was rejected and it was no longer showing on the system, and that we needed an affadavit and certified copy of Zinhle's ID in order to do a document sim swop. I was working all weekend, so on Monday the 12th April, I took Zinhle back to MTN Nicolway with all the relevant documents, in order to get this sorted (or so I thought). MTN Nicolway was OFFLINE on Monday 12th April, but again Miles was incredibly helpful and said we should leave the documents with him and the sim swop would be processed on Tuesday, when they were back online. By Thursday, the sim swop had STILL not gone through (Over a week since the initial sim swop done in store). I phoned MTN customer care, and was told no sim swop is showing on the system, other than the failed one from the previous week (MTN advised me that this one failed because the ******* who stole her phone were probably rejecting it using the old sim card). I then phoned MTN Nicolway, and spoke to Miles again. He said he had processed it but he would process it again, and to please leave the phone off and try again on Friday. On Friday the sim was STILL not active on the old number, so I phoned MTN Nicolway AGAIN. I was told to wait and try on Saturday. Saturday came and the sim swop still did not work. We phoned again on Monday 19th April (12 days since original sim swop, at this point Zinhle has been without a phone for 2 weeks). Miles said he would phone back, which did not happen. This morning, Tuesday 20th April, 13 days after original sim swop, we phoned MTN Nicolway again. We were told sorry, Miles is not in, and we can bring the documents again and start the process all over again. This is NOT ACCEPTABLE. The documents were left with MTN Nicolway so that they could process it, it still has not been processed and now we must get new documents and bring them again? Just for this sim swop to still not go through?????