MTN ***** Case Mishandled – False Claims of Customer Contact & Unauthorised SIM Swap

I am lodging this follow‑up complaint regarding the mishandling of a confirmed ***** case by MTN, involving an unauthorised SIM swap and *****ulent contract registration in my name. Background On 11 March 2026, my cellphone suddenly lost connectivity. On 12 March 2026, I visited an MTN store where I was informed that:

My number *** had been deactivated, A SIM swap was performed without my consent, and The number was *****ulently converted to a contract registered in my name.

MTN opened a ***** investigation under Ticket SCTASK***. Serious Concerns Despite this being a ***** matter with banking and legal implications, MTN’s ***** Department has:

Repeatedly claimed that investigators contacted me, questioned me about an affidavit, and that I confirmed the issue was resolved. These claims are false. No investigator has spoken to me. I did not confirm resolution, I did not hang up on anyone, and I did not authorise closure of the ticket. MTN attempted to close the ***** ticket based on this incorrect internal narrative, which is extremely concerning. This misinformation has occurred in writing, despite me correcting MTN multiple times.

Clarification (to remove any ambiguity)

Disputed number: *** Current contact number: *** The ***** relates only to ***. I have never stated that the matter is resolved. The case remains active with my bank and may require SAPS reporting.

Impact This incident has exposed me to:

Banking ***** risk, Possible credit and contractual exposure, and Reputational and administrative harm.

More concerning is MTN’s apparent failure to maintain accurate investigation records in a confirmed ***** case. What I am seeking

Written confirmation that the *****ulent contract has been fully cancelled, Assurance that no charges, liabilities, or adverse listings exist or will arise, Correction of MTN’s records to reflect that no customer confirmation of resolution was ever given, and Confirmation that my number is secured against further unauthorised activity.

I am sharing this publicly because internal channels have not adequately resolved the matter, and inaccurate statements continue to be recorded against my name. I expect MTN to treat this matter with the seriousness required of a ***** incident, not as a routine customer query.