CB
Claire B
1 reviews | Active since Mar 2012
26 Nov 2019, 14:32
SIM swap almost impossible
My MTN sim card stopped working. I have been to 3 shops now to try and sort this out. The first two didn't have sim cards in stock! The last one did but told me I need an affidavit from the police and a certified copy of ID before they can help me. I have been with MTN for more than 10 years now and I don't understand why I am being made to jump through so many hoops just to get a sim card replaced (that malfunctioned through no fault of mine!). I can't spend any more time going into a branch! Have been searching online for an email address I can send documents to, but can't find anything! MTN website doesn't give any instructions about affidavit.
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Replies (2)
MTN South Africa's replyOfficial
26 Nov 2019, 17:23Thank you for your post.
We sincere apology caused to you.
Prepaid rules:
Affidavit and ID is required + address confirmation for the prepaid sim swap, this is to prevent sim swap ***** taken place.
Please assist the store with the information for assistance, documents cannot be emailed anymore, the sim swap need to be done fact to face with agent at store.
Kind Regards,
Alice van der Merwe
MTN
We sincere apology caused to you.
Prepaid rules:
Affidavit and ID is required + address confirmation for the prepaid sim swap, this is to prevent sim swap ***** taken place.
Please assist the store with the information for assistance, documents cannot be emailed anymore, the sim swap need to be done fact to face with agent at store.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
MTN South Africa's reply26 Nov 2019, 17:23
Official
Thank you for your post.
We sincere apology caused to you.
Prepaid rules:
Affidavit and ID is required + address confirmation for the prepaid sim swap, this is to prevent sim swap ***** taken place.
Please assist the store with the information for assistance, documents cannot be emailed anymore, the sim swap need to be done fact to face with agent at store.
Kind Regards,
Alice van der Merwe
MTN
We sincere apology caused to you.
Prepaid rules:
Affidavit and ID is required + address confirmation for the prepaid sim swap, this is to prevent sim swap ***** taken place.
Please assist the store with the information for assistance, documents cannot be emailed anymore, the sim swap need to be done fact to face with agent at store.
Kind Regards,
Alice van der Merwe
MTN
Best regards,
CB
Claire B's updateReviewer Update
26 Nov 2019, 20:44MTN just responded to my complaint telling me that I still need to provide an affidavit (from the police station) and a certified copy of my ID in order to keep my number on a sim card that no longer works. The sim card doesnt work through no fault of mine and I have now wasted 5 hours or my day and gone to 4 different MTN stores to try and sort this out!!!! It is simply unacceptable!!! Also, a "technology" company does not allow these documents to be emailed!!! The last store I went to was Canal Walk. I went there with both the certified copy of the ID and the Affidavit! But it was after 6pm so they told me they cant help me with a sim swap. They also would not take my documents so they could do it tomorrow. So MTN is telling me that tomorrow I have to go to ANOTHER MTN shop, in person! To get something sorted out that was not my fault in the beginning. I am beyond angry about this TERRIBLE LEVEL OF SERVICE!!!
CB
Claire B's update26 Nov 2019, 20:44
Reviewer Update
MTN just responded to my complaint telling me that I still need to provide an affidavit (from the police station) and a certified copy of my ID in order to keep my number on a sim card that no longer works. The sim card doesnt work through no fault of mine and I have now wasted 5 hours or my day and gone to 4 different MTN stores to try and sort this out!!!! It is simply unacceptable!!! Also, a "technology" company does not allow these documents to be emailed!!! The last store I went to was Canal Walk. I went there with both the certified copy of the ID and the Affidavit! But it was after 6pm so they told me they cant help me with a sim swap. They also would not take my documents so they could do it tomorrow. So MTN is telling me that tomorrow I have to go to ANOTHER MTN shop, in person! To get something sorted out that was not my fault in the beginning. I am beyond angry about this TERRIBLE LEVEL OF SERVICE!!!