MTN Store Complaint – Nedbank Campus, Sandton

I visited the MTN Store at Nedbank Campus, Sandton, to convert my physical SIM card to an eSIM. Before making the trip, I called the **MTN Call Centre** to confirm all the required documents so I could be fully prepared. An affidavit was **not mentioned** as a requirement. Upon arrival at the store, I was informed by staff that I needed to produce an affidavit before they could assist me. I requested that they show me where this requirement is documented, as it contradicts what I was told by the call centre. They were unable to provide any documentation to support this requirement, yet still refused to assist me. I then called the MTN Call Centre on the spot — right there in the store — and the agent confirmed that an affidavit is not a listed requirement for an eSIM swap. Despite this, the store manager, George, and a staff member named Madona still refused to process my request.

This experience was deeply frustrating and unprofessional. I wasted my time travelling to the store based on information provided by MTN's own call centre, only to be turned away due to an undocumented and unverified internal policy.

I am requesting: 1. A clear, official list of documents required for an eSIM conversion 2. That MTN investigate the inconsistency between store-level requirements and call centre guidance 3. That the matter involving the Nedbank Campus store (George and Madona) be reviewed 4. That I be assisted with my eSIM swap **without** the need to return to that specific store