MTN *****: POOR SERVICE TO CUSTOMERS

Urgent Assistance Required: Hacked MTN Number and SIM Swap Incident

My husband’s MTN number was compromised on 27 October 2025 through an unauthorized SIM swap. Following this, the perpetrator used his WhatsApp profile picture and began contacting his personal and professional contacts, requesting money under false pretenses.

We immediately contacted MTN to report the incident. However, we were informed that the number could only be suspended and that we would need to reach out to WhatsApp directly. We subsequently sent an email to MTN’s ***** Department, including screenshots as evidence. The response we received reiterated that the number should be suspended. We were under the impression that this had already been done the previous evening.

When my husband visited an MTN branch in person today, he was advised that no further action could be taken. As a result, we have now had to block his bank accounts for the second time within 24 hours due to ongoing security concerns and the lack of assistance from MTN.

We urgently request clarification on the following:

What additional steps can we take to resolve this matter and secure the number?

Who can assist us further if MTN is unable to act?

In the event of financial loss resulting from this breach, who bears responsibility?

We would appreciate a prompt and detailed response, as this situation has caused significant distress and poses a serious financial risk.