MTN OneNumber Failure: Weeks of Ignored Emails, No Technical Support, No Resolution – RITM***

MTN South Africa’s customer support and technical escalation processes have become exceptionally poor. I have been attempting to resolve a straightforward Apple Watch eSIM / OneNumber provisioning issue under MTN Case ***, yet after multiple emails, technical explanations, screenshots, and PDF submissions, the issue remains unresolved. The problem is clearly a backend provisioning failure. The previous wearable eSIM profile appears to still be linked on MTN’s systems, preventing activation on a replacement Apple Watch. This requires a simple technical escalation and reprovisioning process, yet MTN continues to ignore or inadequately respond to correspondence. What is most concerning is not only the lack of technical competence, but the complete disregard and disrespect shown toward clients once an issue falls outside standard first-line support scripting. Despite repeated follow-ups: • No meaningful technical feedback has been provided • No resolution timeframe has been communicated • No confirmation has been given that the provisioning profile was reset or removed • Emails are largely ignored • The service remains unusable Clients should not be forced to escalate matters to ICASA and the CGSO simply to receive basic technical support and accountability from a major telecommunications provider. MTN markets premium digital services such as OneNumber and Apple Watch connectivity, yet appears unable or unwilling to properly support the infrastructure behind those services when failures occur. At this stage, the experience reflects systemic failures in customer care, technical escalation, and communication. Case ***