NM
Nondumiso M
1 reviews | Active since Jun 2019
16 Jun 2019, 00:10
MTN Sim clone WhatsApp ****
My MTN SIM card was cloned at midday yesterday and my friends were de*****ed R7000 through WhatsApp requests (those that I know transferred monies). The 083 135 lady wasn’t helpful really and told me to go an MTN outlet for a swim swap. Who is responsible and is MTN going to refund my family members and friends? I’m told this **** has been in existence for sometime. Should we lobby parliament and legislators to hold mobile companies responsible for this so they’ll ensure we are secured? I feel violated while a giant mobile company I’ve been a client of for over 16 years is still going to violate me further as I assume I have to pay for the swap.
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Replies (2)
MTN South Africa's replyOfficial
19 Jun 2019, 07:40Good day
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
Due to the number of sim swap ***** identified, it is our duty to try our level best to protect our customers and us as a service provider and the only way we can be able to do that, is to make sure we ask security questions and we do have to be strict about it as we cannot leave room for mistake.
There is an alternative to help you should you not remember all security checks or should you need your number to be on alert o our systems when a sim swap is requested to be processed , you may go to the police station and make an affidavit and attach the copy of your ID, the reason for this is for us to have a document of declaration from yourself so that should someone else call and claim the no. we have our files to refer back too. I will contact you for a sim swap reversal if it has not been done already.
We apologies for the inconvenience this has caused but please understand it is meant to protect you as our customer against any kind of misconduct and ***** that has escalated into an unbelievable scale.
We sincerely hope that you will have no further cause for any complaint in relation to our service.
Warm Regards
Zenetta Portia Viljoen
Complaints Management team
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
Due to the number of sim swap ***** identified, it is our duty to try our level best to protect our customers and us as a service provider and the only way we can be able to do that, is to make sure we ask security questions and we do have to be strict about it as we cannot leave room for mistake.
There is an alternative to help you should you not remember all security checks or should you need your number to be on alert o our systems when a sim swap is requested to be processed , you may go to the police station and make an affidavit and attach the copy of your ID, the reason for this is for us to have a document of declaration from yourself so that should someone else call and claim the no. we have our files to refer back too. I will contact you for a sim swap reversal if it has not been done already.
We apologies for the inconvenience this has caused but please understand it is meant to protect you as our customer against any kind of misconduct and ***** that has escalated into an unbelievable scale.
We sincerely hope that you will have no further cause for any complaint in relation to our service.
Warm Regards
Zenetta Portia Viljoen
Complaints Management team
Best regards,
MTN South Africa's reply19 Jun 2019, 07:40
Official
Good day
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
Due to the number of sim swap ***** identified, it is our duty to try our level best to protect our customers and us as a service provider and the only way we can be able to do that, is to make sure we ask security questions and we do have to be strict about it as we cannot leave room for mistake.
There is an alternative to help you should you not remember all security checks or should you need your number to be on alert o our systems when a sim swap is requested to be processed , you may go to the police station and make an affidavit and attach the copy of your ID, the reason for this is for us to have a document of declaration from yourself so that should someone else call and claim the no. we have our files to refer back too. I will contact you for a sim swap reversal if it has not been done already.
We apologies for the inconvenience this has caused but please understand it is meant to protect you as our customer against any kind of misconduct and ***** that has escalated into an unbelievable scale.
We sincerely hope that you will have no further cause for any complaint in relation to our service.
Warm Regards
Zenetta Portia Viljoen
Complaints Management team
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
Due to the number of sim swap ***** identified, it is our duty to try our level best to protect our customers and us as a service provider and the only way we can be able to do that, is to make sure we ask security questions and we do have to be strict about it as we cannot leave room for mistake.
There is an alternative to help you should you not remember all security checks or should you need your number to be on alert o our systems when a sim swap is requested to be processed , you may go to the police station and make an affidavit and attach the copy of your ID, the reason for this is for us to have a document of declaration from yourself so that should someone else call and claim the no. we have our files to refer back too. I will contact you for a sim swap reversal if it has not been done already.
We apologies for the inconvenience this has caused but please understand it is meant to protect you as our customer against any kind of misconduct and ***** that has escalated into an unbelievable scale.
We sincerely hope that you will have no further cause for any complaint in relation to our service.
Warm Regards
Zenetta Portia Viljoen
Complaints Management team
Best regards,
NM
Nondumiso M's updateReviewer Update
19 Jun 2019, 08:47Dear Zenetta,
The same security you’re referring to was bypassed, perhaps you didn’t read my complaint and jumped into informing me about your security measures.
How was your security bypassed? And please train and educate your call centre agents to deal with clients in distress instead of trying to be law authorities in technical systems they can’t themselves explain. I got two different versions of what was the issue from your agents, Linda, who I spoke to on Sunday, takes the cake for being inconsiderate and condescending answering questions she wasn’t asked and being defensive telling me I did the swap myself or someone very close to me did, what evidence does she have that could help the SAPS and the judiciary to finally sort this ****? Also educate them to be mindful of the varying levels of comprehension of your clients.
I’ve already done the swap and am certain you could have checked prior to responding to me. You did not address any of my concerns with your response, it is wise not to respond with detail that will not be of help to clients, you could have just apologised, nothing more if you can’t assist.
Best regards
Nondumiso
The same security you’re referring to was bypassed, perhaps you didn’t read my complaint and jumped into informing me about your security measures.
How was your security bypassed? And please train and educate your call centre agents to deal with clients in distress instead of trying to be law authorities in technical systems they can’t themselves explain. I got two different versions of what was the issue from your agents, Linda, who I spoke to on Sunday, takes the cake for being inconsiderate and condescending answering questions she wasn’t asked and being defensive telling me I did the swap myself or someone very close to me did, what evidence does she have that could help the SAPS and the judiciary to finally sort this ****? Also educate them to be mindful of the varying levels of comprehension of your clients.
I’ve already done the swap and am certain you could have checked prior to responding to me. You did not address any of my concerns with your response, it is wise not to respond with detail that will not be of help to clients, you could have just apologised, nothing more if you can’t assist.
Best regards
Nondumiso
NM
Nondumiso M's update19 Jun 2019, 08:47
Reviewer Update
Dear Zenetta,
The same security you’re referring to was bypassed, perhaps you didn’t read my complaint and jumped into informing me about your security measures.
How was your security bypassed? And please train and educate your call centre agents to deal with clients in distress instead of trying to be law authorities in technical systems they can’t themselves explain. I got two different versions of what was the issue from your agents, Linda, who I spoke to on Sunday, takes the cake for being inconsiderate and condescending answering questions she wasn’t asked and being defensive telling me I did the swap myself or someone very close to me did, what evidence does she have that could help the SAPS and the judiciary to finally sort this ****? Also educate them to be mindful of the varying levels of comprehension of your clients.
I’ve already done the swap and am certain you could have checked prior to responding to me. You did not address any of my concerns with your response, it is wise not to respond with detail that will not be of help to clients, you could have just apologised, nothing more if you can’t assist.
Best regards
Nondumiso
The same security you’re referring to was bypassed, perhaps you didn’t read my complaint and jumped into informing me about your security measures.
How was your security bypassed? And please train and educate your call centre agents to deal with clients in distress instead of trying to be law authorities in technical systems they can’t themselves explain. I got two different versions of what was the issue from your agents, Linda, who I spoke to on Sunday, takes the cake for being inconsiderate and condescending answering questions she wasn’t asked and being defensive telling me I did the swap myself or someone very close to me did, what evidence does she have that could help the SAPS and the judiciary to finally sort this ****? Also educate them to be mindful of the varying levels of comprehension of your clients.
I’ve already done the swap and am certain you could have checked prior to responding to me. You did not address any of my concerns with your response, it is wise not to respond with detail that will not be of help to clients, you could have just apologised, nothing more if you can’t assist.
Best regards
Nondumiso