MTN refuses to perform a Sim Swap

My wife wanted to upgrade her contract on 2 November 2021. On 2 January 2022 we called MTN to find out what the hold up was and we were told that the device was discontinued. No one bothered to inform us.

We app**** for another device. Again there was silence from MTNs side. When we called again, we were told she doesn’t qualify. Again, no one informs us of these things until we call them.

We requested a 3rd device and it was delivered, but with a different phone number. We called the contact center to ask that they swap her original number to the sim with the contract “benefits” and they told us that they can’t help us, we have to go to an MTN Store. We went to an MTN store at Mall Of Africa and they told us they can’t help us and we should call the contact center.

So now we’re stuck with 2 phone numbers because linking a phone number to a contract is no one’s job according to MTN employees.