Poor customer service following a sim swap *****

Dear MTN Customer Service,

I am writing to express my deep dissatisfaction with the service I received following a serious security breach on my MTN number.

On the 20th of April, my number was hacked without my knowledge. The attacker successfully completed a SIM swap and gained access to my WhatsApp account. They then used my number to impersonate me and solicit money from my contacts.

I received no notification or alert from MTN regarding the SIM swap, which is extremely concerning. What security checks, if any, were conducted before allowing the swap to proceed? This represents a major failure in protecting your customers from *****.

I reported the incident via Facebook (thankfully I had access to Wi-Fi). However, your customer service team was unhelpful and told me they could not do anything, instructing me to go to a physical MTN store.

The next morning, I visited the MTN store at Westgate (Johannesburg West). There, your agent informed me that the systems were down and could not assist. When I asked what I could do to stop the ****, he told me to buy a new SIM and follow the instructions. I then went to a Pep store to purchase the SIM card, where the assistant advised me instead to request a SIM swap reversal. I called your support line, followed that advice, and my number was restored within 5 minutes.

Why did I have to receive the correct advice from someone who does not work for MTN? Do you understand the financial and reputational damage this caused me? People were ****med using my number, and all of this could have been prevented with competent customer support.

I have been a loyal MTN customer for nearly 20 years. This experience has left me disappointed and angry. Your handling of this incident was negligent and unprofessional. I am considering legal action and will be sharing my experience publicly, including on HelloPeter and my social media platforms.

I expect a written response and explanation from MTN regarding: • Why no alert was sent when the SIM swap occurred. • What your security protocol is for SIM swaps. • Why your staff could not assist effectively. • What MTN is going to do to prevent this from happening to others.