MTN Unauthorised Sim Swops

Please explain to me, MTN, how a sim swap on my husband's cellphone number was performed without his permission. Last time I checked, you had to go to the nearest branch with your proof of ID to do a sim swap. You have consistently ignored the issue that my husband was attempting to address in his emails, and not long after, a ********** payment was made on one of his credit card accounts as a result of someone else having access to his cellphone number.

Your lack of security is appalling, as are response times, customer service, and the fact that you can simply ignore the issue at hand and not take it any further, by not taking any serious action, and by not even having the audacity to investigate who and how this occurred at which MTN branch. Even after requesting an incident report and requesting that a supervisor contact him, which has yet to be done, the response he received simply asked him to visit his nearest branch, which does not help the situation. I would like someone to contact him and fully explain what has occurred. He will be pursuing this matter further and, if necessary, take legal action!

Surely, this is a breach of personal information and identity *****, which is a serious offence, and based on the feedback, it appears that it was simply ignored.