MTN is not being helpful!!

I’ve been trying to get a sim swap done for the past two weeks now and I’m struggling to understand why MTN is failing to assist me with this.

I went to an MTN store and was asked to return with a certified ID copy and affidavit in order for the store manager to override. I did just that. I returned to the store and the person assisting me contacted customer care as they had received an error while trying to assist me. Customer care went back and forth and was not helpful at all. The store manager gave me the reference number ***.

The following day I called customer care and was informed that the issue would be escalated to System Support and to call back after 2 days , reference number ***.

I called in this morning and was transferred from the prepaid department by Lungiswa to the contract department where I spoke to Natalia who then transferred me to Retentions where I had to hold for over 30 minutes waiting to be assisted. I was eventually attended to but as I was stating my issue, the gentleman assisting me who’s name I didn’t get, dropped the call on me and didn’t even bother to call back.

At this rate I am very disappointed at the kind of service or disservice I have been receiving of late. I already know what the issue is and do not need to be constantly told the same feedback over and over again. I just need to have this matter resolved. Please do no make your internal matters my problem. I have WASTED too much of my time trying to get this matter resolved and do not want to have to take this any further than this platform.