MTN Poor Service

Dear MTN Customer Service,

I am writing to express my extreme disappointment with the poor service I have received from MTN in resolving a serious issue I have encountered. On the 30th of September 2025, I discovered that my number had been hacked. I immediately reported this to the MTN branch located in Durban Game City and spoke to a lady named Thabile. My intention was to block the hacker so that I can continue and use my number, it my old number that I'm using for important personal and work related things.

Despite my efforts to seek assistance, I was met with unhelpful responses. Thabile advised me to purchase a new starter pack, as my old one did not have the necessary 3-digit numbers at the back. I followed her instructions and bought the starter pack as they were out of stock and returned to the store, only to be told that my old starter pack was not eligible for assistance. Thabile then phoned customer services to get an assistance and the lady who is unknown to me informed that she won't be able to reverse the number it the MTN branch who can do the reversal of my number.

I was then informed that I needed to wait for my hacked number to become inactive before any further action could be taken. After waiting for an extended period of time, I contacted MTN customer service and spoke to a guy by the name of Mlekeleli who assured that a Sim swap and number reversal would be done within 2-24 hours. Sim swop request that was successfully completed by Mlekeleli. However, the reversal of the number is still pending.

Unfortunately, this did not happen, and I was left to deal with conflicting information from different MTN representatives. The lack of coordination and communication between your branches and customer service team has only added to my frustration and disappointment.

I have lost all trust in MTN due to the poor customer service I have experienced throughout this ordeal. I urge you to take immediate action to rectify this situation and provide me with the assistance I need to resolve the issue with my hacked number.