RT
Ryan T
1 reviews | Active since Jul 2011
15 Oct 2015, 13:06
MTN cancels prepaid SIM without warning
Today MTN cancelled my grandmother's prepaid SIM card and she no longer has service. This was without any warning or notification at all. She uses that number for safety and security reasons. She uses the number regularly and has recently reloaded with more airtime. I've tried calling MTN customer care but only got through to the automated reply service once, while getting an engaged signal all the other times. I have reported an incident of ***** on the MTN website. It is unacceptable that MTN puts an elderly lady (83) in danger and provides no easy way to find out what's happening. I will expect that this situation be rectified immediately!
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MTN South Africa's replyOfficial
15 Oct 2015, 14:05Hello RTemplar,
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Thank you for your time.
As per the pre-paid department cell number *** is still active on the prepaid network. The SIM card is faulty as per your information you have tested the SIM card in a different handset.
Your grandma need to do a SIM swap, she can take with her proof of address details and ID book . The SIM card need to be Rica. Once the new pre-paid SIM card received she may call the 173 pre-paid department to assist her. If your grandma fails the security questions asked from the agent affidavit and ID copy is required. On the affidavit she can notify that she is the account holder of the SIM card, she need to notify them of the new and old SIM card number. SIM Swap need to be done in the 30 days from the day she receive the new SIM card. The fax number ***.
Kind Regards,
Alice van der Merwe
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Thank you for your time.
As per the pre-paid department cell number *** is still active on the prepaid network. The SIM card is faulty as per your information you have tested the SIM card in a different handset.
Your grandma need to do a SIM swap, she can take with her proof of address details and ID book . The SIM card need to be Rica. Once the new pre-paid SIM card received she may call the 173 pre-paid department to assist her. If your grandma fails the security questions asked from the agent affidavit and ID copy is required. On the affidavit she can notify that she is the account holder of the SIM card, she need to notify them of the new and old SIM card number. SIM Swap need to be done in the 30 days from the day she receive the new SIM card. The fax number ***.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply15 Oct 2015, 14:05
Official
Hello RTemplar,
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Thank you for your time.
As per the pre-paid department cell number *** is still active on the prepaid network. The SIM card is faulty as per your information you have tested the SIM card in a different handset.
Your grandma need to do a SIM swap, she can take with her proof of address details and ID book . The SIM card need to be Rica. Once the new pre-paid SIM card received she may call the 173 pre-paid department to assist her. If your grandma fails the security questions asked from the agent affidavit and ID copy is required. On the affidavit she can notify that she is the account holder of the SIM card, she need to notify them of the new and old SIM card number. SIM Swap need to be done in the 30 days from the day she receive the new SIM card. The fax number ***.
Kind Regards,
Alice van der Merwe
Thank you for your post.
We sincerely apologize for any inconvenience you may have experienced with our service.
Thank you for your time.
As per the pre-paid department cell number *** is still active on the prepaid network. The SIM card is faulty as per your information you have tested the SIM card in a different handset.
Your grandma need to do a SIM swap, she can take with her proof of address details and ID book . The SIM card need to be Rica. Once the new pre-paid SIM card received she may call the 173 pre-paid department to assist her. If your grandma fails the security questions asked from the agent affidavit and ID copy is required. On the affidavit she can notify that she is the account holder of the SIM card, she need to notify them of the new and old SIM card number. SIM Swap need to be done in the 30 days from the day she receive the new SIM card. The fax number ***.
Kind Regards,
Alice van der Merwe
Best regards,