MTN Bad service and loss

***** My cell number ********** 324 was **********ly sim swapped and hacked on 11/10/2017 approx at 20; 35 when I realized that my sim failed to register. I called MTN customer care on 173 on 12/10/2017 to do a sim swop that was refused by MTN call centre and I drove to MTN Kroonstad at Pick ‘n Pay, even though I still had both my old and new sim cards in my possession and in my cell phone again I was refused a sim swop. In the process mentioned above, even after I have explained and showed to them the attempts to access my internet banking, both MTN call centre Mohamed Fazel and MTN Kroonstad Pick ‘n Pay Branch treated me as the ********. Late afternoon I called MTN again at 173 and a sim swop was approved and activated around 23:40 12/10/2017 I received approval, after that several OTP pins from my internet banking for excess to my internet banking was send via SMS to me. I realized that someone tried to hack my bank accounts again. My cell was then working till approximate 09; 58 on 13/10/2017 then it failed again to register. Calling MTN again on 173 I was told that another person called in at approximate 10;04 claiming to be me and did a reverse to old sim card number and that I need to fax through my ID, address, proof of all previous sim cards & number and a affidavit for it to perform a sim swop. I visited my bank at 13H38 to change my cell number on my banking accounts and then discovered that 44 000.00 was already **********ly transferred from my account. According to the MTN customer consultant the person that did the sim reversal and it was approved at 10H04 this person apparently answered only 1 of all the security questions correctly. I need to have a SAPD case number that I did provided in order for MTN to release the information to the SAPD of the number and identity of the owner of the sim number it was swapped to previously on the 11/10/2017 and reversed to. Till today 17/11/2017 35 days neither the SAPD nor myself received any progress or feedback regarding except for the below mentioned response from Willem Jnr Loots that does not resolve or comply. My number are still in the passion of unknown parties and up to date it did cost me more that R3000 to have my number changed on all the relevant documentation, internet sites and several other necessary and priority relevant applicable institutions I deal with beside the loss of the R44 000 + interest and cost, 5 days unpaid leave to the amount of R5600 and stress I made through due to the negligence and inconvenience MTN has caused me. Accumulated to more than R 52 000.00 and the loss of my good credentials with several financial and other institutions that took me years to build. 16 Oct 2017, 21:03 a month ago Christo Groenewa: Stil no response from MTN

17 Oct 2017, 13:05 a month ago Christo Groenewa: I still do not have response regarding this matter from Musawenkosi ********** since Friday 13/10/2017

Official private business reply Dear Christo, Thank you so much for the patience and understanding you’ve displayed during this most regrettable situation. For myself and on behalf of MTN, please accept my sincere apology for the inconvenience caused. Kindly note due to the the Protection of Personal Information Act we are unable to supply you with the information requested. Only the local authorities can supoena MTN whereby only then the information be provided for them to assist them with their investigation. I would like to thank you for bringing this issue to our attention. We are always looking for ways to improve our service, and your feedback is an invaluable part of that process. Should you need help in the future, please do not hesitate to contact me directly, and I will be very happy to assist you. Thank you, Warm regards, Willem Jnr Loots MTN Complaints Management Team 19 Oct 2017, 10:16 a month ago

19 Oct 2017, 13:01 a month ago Christo Groenewa: Good day Willem Jnr Loots ek het reeds 2 keer gesertiviseerde afskrifte van my sim kaarte nommers in my bessit ge-email steeds geen terug voer vanaf mtn, die halstarrige houding van MTN en die feit dat julle my soos die krimeneel behandel die afgelope week het onnodige verdere koste vir my tot gevolg. huidiglik beloop dit reeds meer as 2000.00 om my cell nommers by verskeie instellings persoonlik te gaan verander dan praat ek nie eers van die 5 dae onbetaalde verlof en die krediete op my airtime, sms, data bundels wat ek in die proses a.g.v. MTN verloor het nie. vid asb onderaan die bewys van die eposte gestuur. -----Original Message----- From: Christo Groenewald [mailto: ********** ********** Sent: Tuesday, October 17, 2017 15:22 To: ********** Subject: FW: Emailing: MTN sim ***** 001, MTN sim ***** 002, MTN sim ***** 003, MTN sim ***** 004, MTN sim ***** 005, MTN sim ***** 006, MTN sim ***** 007, MTN sim ***** 008, MTN sim ***** 009 Good day Musawenkosi ********** I still do not have response regarding this matter -----Original Message----- From: Christo Groenewald [mailto: ********** ********** Sent: Friday, October 13, 2017 16:44 To: ********** Subject: Emailing: MTN sim ***** 001, MTN sim ***** 002, MTN sim ***** 003, MTN sim ***** 004, MTN sim ***** 005, MTN sim ***** 006, MTN sim ***** 007, MTN sim ***** 008, MTN sim ***** 009

23 Oct 2017, 12:20 25 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team

28 Oct 2017, 17:40 20 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team

30 Oct 2017, 9:28 18 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team since 19 October 2017

1 Nov 2017, 8:43 16 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team since 19 October 2017

2 Nov 2017, 21:03 14 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team since 19 October 2017

6 Nov 2017, 0:23 11 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team since 19 October 2017

8 Nov 2017, 13:11 9 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team since 19 October 2017

10 Nov 2017, 8:36 7 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team since 19 October 2017

15 Nov 2017, 6:47 2 days ago Christo Groenewa: Still no response From Willem Jnr Loots MTN Complaints Management Team since 19 October 2017. Their ignorance is now costing me +- 3000 on top off the ***** that has been committed