MTN INTERNAL *******

I just experienced ***** activity that happened to my cellphone number *** Tonight. My phone lost signal and I wasn't much aware of that...I only realised when I swiped my card that I am not getting any notifications on the transactions made. I then contacted MTN using phone number *** the 1st consultant adviced me that the SIM swap was performed on my number, she then asked me to give her my SIM card number so that she can perform a SIM number reversal, whilst I was busy looking for a pin to open my phone she told me that she cannot do a SiM Number reversal, she told me to call after an hour, then I hung up the phone. Immediately after I hung up the phone then I started having questions then I decided to call again.

When I called again I was assisted by Nokuthula who performed a SIM reversal she advised me that my number will be be back within an hour or 2 I asked her about the outstanding airtime balance on the airtime that was bought, She said there was nothing outstanding I said okay.

I asked her how did they managed to perform a SIM Swap on My phone whilst My SIM card was never taken off my phone? She couldn't answer.

Why can't they perform a SIM reversal on my phone whilst the person who managed to do a SIM card succeeded whilst my phone and SIM were active? She couldn't answer as well. She claimed that someone might have contacted me and asked me some security question unaware I told her that I did not receive any call of such nature. And that started giving Red flags that MTN staff members might be the ones ******** us or working along with these ********.

1. I only received 1 call and I wasn't answered. All my calls were outgoing to people whom I know, please see call history attached.

2. How did the person who managed to to a SIM Swap managed to answer all security questions? Proof is required whether it was via the dialpad/ call centre

I asked to speak to her manager she tried to call him/ her and Later came back to me saying that the manager is at the meeting I said I will wait for, She kept me on hold for 40 minutes 27 seconds until the phone got cut off.

This is another level of poor customer service, I do not expect a so called service Champion to say sorry to me whilst I need a solution to my issue. Could you please assist me? And can they Re-Imburse me with my R300 as I did not buy any MTN airtime, this money was reserved for my transportation to work.