Poor Service, Contradictory Information & Disrespect from MTN Guineacres Staff

On Monday, my mother visited the MTN store in Greenacres Port Elizabeth (opposite Wimpy food court) to do a SIM swap after failing to complete it online. At the store, she was told she could not do the SIM swap and would have to wait a month.

The next day, I called the store and was informed that my mother should return with an affidavit stating she lost her SIM card, and they would assist her.

On Wednesday, my mother returned with the affidavit and spoke to an employee named Keegan. He insisted that it is not MTN policy to do a SIM swap with an affidavit and refused to assist her, saying she must wait a month. My mother then called me using Keegan’s phone, and when I asked to speak to the manager, Keegan refused, saying “It’s my phone, I’m not going to do that” and then dropped the call.

I called again, and Jama from the same store answered. He told me my mother needed a certified copy of her ID plus the affidavit, and that with these documents, the SIM swap could be done. We provided everything as instructed — yet to this day, the SIM swap has still not been done.

This experience has been extremely frustrating and unprofessional:

Staff gave contradictory information on what was required.

Keegan’s conduct was unacceptable, especially refusing to let me speak to a manager and hanging up on me.

Despite following the instructions from Jama, my mother is still without her SIM card.

I demand that MTN contact me within 48 hours to resolve this matter, complete the SIM swap without further delay, and address the conduct of the staff members involved. Failure to do so will leave me with no choice but to escalate this complaint further.