Poor service when doing a sim swap at MTN

I am utterly disappointed and furious with MTN’s services of doing a sim swap. My sister bought a phone that requires a nano sim and so she had to buy a new SIM card as she still had the old one from over 10 years ago but MTN has failed dismally in assisting her for a whole week. She went to an MTN store in Malvern and was told that she needs to do an Affidavit to confirm that the number she wants to do a sim swap on is really hers. She did that and went back to the store and upon arrival someone else told her something totally different but assisted her and told her that she needed to wait for about 8-12 hours for the swap to work. She waited those hours but the sim swap didn’t work. She went back to the store with her frustrations and she was then told to purchase another sim because the one she had bought was no longer valid which she did but was then told that they had issues with doing the sim swap and would call her when it is working again. She never received the call. She then proceeded to make contact with the call centre for assistance and the process of the sim swap was done via the call centre and she was told to wait 24 hours and switch off the phone with the new sim. She switched off both the phones off, one with the new sim and the other with the old sim but still the sim swap was not successful.

It’s really frustrating because she took a contract with MTN with data and minutes and is benching on their assistance to make this sim swap successful which they have failed time and time again. She called the call centre again where she was told the sim swap was successful but it failed to divert to the new sim which I do not understand as MTN is supposed to fix that because it means then that there is something wrong with their system. My sister cannot even enjoy her new phone because of MTN failing to assist her.

I so hope people think twice about MTN because it is the second time this has happened in my family. It was the same issue with my dad last year when I bought him a phone, they couldn’t assist him with doing a sim swap that he ended up utilising the number that came with the new sim and kept the old number as well.