MTN suspicious internal ***** and identity theft

I have been sent from pillar to post by MTN employees since the day my phone was ****** on the 18th of June 2022 at Mall of Africa. I have requested a SIM swap numerous times from MTN in trying to recover my number but with no success, it has been a story after another.

It is now the 21st of June 2022, my device is still not blocked, my cell number is still used by the *********. I still have not recovered my cell number because I was told to wait as the ********* are still busy using my number and have declined the SIM request, at least that is what I was told by one of the call centre agents. Which is just unbelievable.

My question is, why does MTN continue to allow ********* to use my cell number despite the fact that I have reported that the number has been ****** with the phone? How do you send a request for a SIM swap to a number that is currently controlled by *********? Does that make sense? How many 24 hours must I wait for, to recover my cell number? In the meantime, what ******** activities are being done with my number and why are ********* protected by MTN over a customer?

Does MTN not have a legal duty to protect private, personal and confidential information of its customers? Isn't that what the POPI Act says? Or does MTN not have legal obligations in terms of the POPI Act?

Is it fair that MTN would rather protect a ******** over a loyal customer? Or is this some sort of an inside job or syndicate? Is it fair business practice for MTN to deny me access to my cell number which is linked to my confidential information while protecting ********* and allowing them to use my cell number for three full days? Does the Consumer Protection Act allow that?

Or is it the Electronic Communications Act that is giving MTN the right to allow ********* to use its customers’ personal data? Please clarify.

At this point I cannot access my banking, I cannot even open the gate where I stay because I have no control of my MTN cell number. I don’t know how many times I have been told to wait for 24 hours. I do not understand how many 24 hours must I wait for? I have made numerous attempts to do a SIM swap with no success up until this day. All I get from MTN, is a story after another.

This is unfair, as a customer I am prejudiced while the ******** is protected by MTN and continuing to use my cell number with my personal, private and confidential information. I have tried everything in my power to recover my cell number let alone blocking the phone which seems impossible at this point. My constitutional right to privacy is infringed.

Is this how MTN operates and treats its loyal customers? As someone who has been a customer since 2008, is this how I am supposed to be treated? I need clarity and answers asap. Put yourself in my shoes, would you be happy to be in this kind of a situation?

Vuyolwethu Zonyane