DR
Dave R
1 reviews | Active since Aug 2018
01 Aug 2018, 22:11
MTN SIM Swap ?!
To whom it may concen,
I recently upgraded my contract and received a new SIM card for my new handset.
When discussing the upgrade I was told that could do the SIM swap over the phone. Not the case when phoned I was told I have to do it "in store".
The MTN website page for SIM swap: https://www.mtn.co.za/Pages/SIMSwap.aspx has a instructions for "contract" users to do a SIM Swap "situation 2". But again, not the case this is only for "pay as you go". Why have the instructions then?
Firstly, this is not my first SIM swap. I have done a SIM swap telephonically before. Secondly , the conflicting information is nothing short of silly. If there is a rule make sure all departments advise according to the rule (this includes the website).
I now have to drive 140km to Bloemfontein to do an "in store" SIM swap, which MTN's competition can do just fine over the telephone.
Furthermore I am told by a store clerk that it is because of *****. Instead of inconveniencing clients for MTNs lack of control over there processes. MTN should implement proper ***** prevention in place to start with. Once again the competition seems to be ahead of MTN.
Not impressed,
Dave Rapson
Helpful (0)
Replies (4)0
Replies (4)
MTN South Africa's replyOfficial
02 Aug 2018, 00:00Thank you for your post.
We sincere apologized for any inconvenience incurred.
The sim swap was activated today on the MTN account. We pick up that the sim swap has not pulled through the network as yet. We have escalated the request to the back end system support the to pull the new sim number through the network. 2-24 hours.
Sim swap need to be captured on the account via the the store. For prepaid sim swaps the prepaid client need to send affidavit and ID copy for assistance.
Online sim swaps is a big risk for MTN due to ***** taken place.
Kind Regards.
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply02 Aug 2018, 00:00
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
The sim swap was activated today on the MTN account. We pick up that the sim swap has not pulled through the network as yet. We have escalated the request to the back end system support the to pull the new sim number through the network. 2-24 hours.
Sim swap need to be captured on the account via the the store. For prepaid sim swaps the prepaid client need to send affidavit and ID copy for assistance.
Online sim swaps is a big risk for MTN due to ***** taken place.
Kind Regards.
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's replyOfficial
02 Aug 2018, 00:00Thank you for your post.
We sincere apologized for any inconvenience incurred.
The sim swap was activated today on the MTN account. We pick up that the sim swap has not pulled through the network as yet. We have escalated the request to the back end system support the to pull the new sim number through the network. 2-24 hours.
Sim swap need to be captured on the account via the the store. For prepaid sim swaps the prepaid client need to send affidavit and ID copy for assistance.
Online sim swaps is a big risk for MTN due to ***** taken place.
Kind Regards.
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's reply02 Aug 2018, 00:00
Official
Thank you for your post.
We sincere apologized for any inconvenience incurred.
The sim swap was activated today on the MTN account. We pick up that the sim swap has not pulled through the network as yet. We have escalated the request to the back end system support the to pull the new sim number through the network. 2-24 hours.
Sim swap need to be captured on the account via the the store. For prepaid sim swaps the prepaid client need to send affidavit and ID copy for assistance.
Online sim swaps is a big risk for MTN due to ***** taken place.
Kind Regards.
Alice van der Merwe
Complaints Analyst
Best regards,
MTN South Africa's replyOfficial
02 Aug 2018, 10:20Thank you for your patience.
The sim swap is activated on the network, please reboot the device this should be in working order now.
Kind Regards,
Alice van der Merwe
Best regards,
MTN South Africa's reply02 Aug 2018, 10:20
Official
Thank you for your patience.
The sim swap is activated on the network, please reboot the device this should be in working order now.
Kind Regards,
Alice van der Merwe
Best regards,
DR
Dave R's updateReviewer Update
02 Aug 2018, 12:15Hi Alice,
Thank you for your prompt response and assistance in this matter. The SIM swap was successful. This has really saved me a lot of time an travel.
Regards,
Dave Rapson
DR
Dave R's update02 Aug 2018, 12:15
Reviewer Update
Hi Alice,
Thank you for your prompt response and assistance in this matter. The SIM swap was successful. This has really saved me a lot of time an travel.
Regards,
Dave Rapson