1 reviews | Active since Aug 2016
MTN PREPAID SEGREGATION
My phone was ****** yesterday it was a Huawaei Mate 8 dual sim phone. Immediately I went to The Huawaei system wiped my phone remotely and locked it . I called MTN for 10 minutes we went round and round they have changed their menu etc. Finally i got through i wanted to ITC block the phone so it can be useless to the ******* . The blacklisting call center only works till 5 on Sunday if your phone is ****** after 5 on Sunday they can use it until the next day 08: 00am. I deciced let me suspend the line my bank messages etc are coming into the phone . Turns out you can not suspend the pre paid line any more with MTN only contract. If you lose a pre paid you need to Simswap . Meaning again they cant do anything until the next day. 21/5 08:15 I have bought a sim card TO SIM SWAP YOU NEED TO CALL US FROM THE NEW LINE . HOW? When my phone is ****** where will I get a phone to put the sim card in and then call MTN. Meaning I cant suspend my Line or simswap unitl i have a another phone. 08:35 am I call to ITC Blacklist the phone he gets the details and the IMEI number then says please give me ID num I said I have a passport this is it. NO YOU NOW NEED AN ID NUMBER TO BLACKLIST THE PHONE . The guy asks me to find someone with an ID number num to help with this (p.s anyone ) THIS IS CRAZY so they take our money as foreigners they make us RICA with passport number and you cant secure the phone that is ****** with a passport and then you must find ANYONE to use their ID number in order to do this its absurd. Why do we RICA then !! They only can do it with passport on CONTRACT. So I am being punished because i do not want a contract phone !! Is it legal or secure such an xenophobic exclusion . Why dont they tell us this as foreigners when we buy the lines!! MTN recycles numbers on steroids they have all this rubbidh red tape is it LEGAL. I asked the call center for a Manager he came on the call and cut the call no call back. I asked for the networks provider OMBUDSMAN they claim not have these details. MTN i want my sim card replaced ,I want to blacklist the phone what kind of provider can not do this its customer security then you segregate on nationality yet our money and the services when we buy have no nationality. I want the number of the ombudsman i want to lay a complaint . It means for almost 24 hours the ******* have my information my working number my contacts my bank sms info my bank authentication . MTN cant do anything about the line or the phone . Cant suspend the line until i sim swap and i can only sim swap when i call with new sim card. Card replace the line until there is new phone. Cant block the phone because I DO NOT HAVE AN ID. I cant belive I have poured so much money into MTN what kind of network is it !!!
Thank you for your post.
I sincerely apologise for the bad service you experienced in one of our touch points. We understand the frustration it caused [you felt like it’s a xenophobic exclusion].
I was able to ask the relevant department to assist with your complain. I tried calling you on *** @ 10:40 and 11:27 and left a message.
You may make one affidavit for both SIM swap and blacklisting and email to me ***, I’m willing to assist with a speedy escalation process to the relevant department.
SIM SWAP STEPS
1. Make an Affidavit to Confirm that you are the rightful owner of “cell phone number” you wish to retain.
2. State the reason for swap – e.g. Lost/******/damaged and date.
3. Last airtime recharge, Handset model, frequently dialled number, Last recharge amount and price plan., or state that you cannot remember the information required to pass the security questions.
4. State that you request MTN to process the SIM swap and provide the old cell phone and new sim card numbers.
5. Provide an alternative contact number.
6. Fax affidavit with a certified copy of your ID certified with the same date as affidavit.
Fax to: ***
Att: Supervisor.
BLACKLISTING
Make an Affidavit to Confirm that you are the rightful owner of “cell phone number” last used with the phone..
IMEI
PASSPORT number.
Warm regards,
Eunice
Complaints analyst.
Best regards,
Thank you for your post.
I sincerely apologise for the bad service you experienced in one of our touch points. We understand the frustration it caused [you felt like it’s a xenophobic exclusion].
I was able to ask the relevant department to assist with your complain. I tried calling you on *** @ 10:40 and 11:27 and left a message.
You may make one affidavit for both SIM swap and blacklisting and email to me ***, I’m willing to assist with a speedy escalation process to the relevant department.
SIM SWAP STEPS
1. Make an Affidavit to Confirm that you are the rightful owner of “cell phone number” you wish to retain.
2. State the reason for swap – e.g. Lost/******/damaged and date.
3. Last airtime recharge, Handset model, frequently dialled number, Last recharge amount and price plan., or state that you cannot remember the information required to pass the security questions.
4. State that you request MTN to process the SIM swap and provide the old cell phone and new sim card numbers.
5. Provide an alternative contact number.
6. Fax affidavit with a certified copy of your ID certified with the same date as affidavit.
Fax to: ***
Att: Supervisor.
BLACKLISTING
Make an Affidavit to Confirm that you are the rightful owner of “cell phone number” last used with the phone..
IMEI
PASSPORT number.
Warm regards,
Eunice
Complaints analyst.
Best regards,