SIM Swap Failure – No Resolution Despite Multiple Attempts and Urgent Need

Now that I am on here and see the reviews, I am very disappointed and not even sure if there will be a resolution.

Perhaps social media has a better chance of being loud about their service and hopefully they will make some changes.

I was ****** on Tuesday and lost all my devices. On Wednesday morning, I purchased a new SIM card from PepCell and completed the RICA process. I followed the SIM swap instructions provided, but the swap did not go through.

On Friday, I tried again with a second SIM card same result. I called 135, 136, and 083 135, but only received automated prompts repeating steps I had already taken.

On Saturday, I visited an MTN store for in-person assistance. The consultant advised me to reinsert the SIM after two hours. I followed her instructions, but the SIM still did not activate. I tried again on Sunday still nothing.

I then contacted MTN via Instagram and was told the SIM swap failed due to “failed authentication.” I understand this may mean I answered some questions incorrectly, but the explanation was vague and no effort was made to clarify or assist further. I was simply told again to visit a store, despite already doing so.

At this point, I would expect that a direct number to speak to a consultant would be provided, or that someone from MTN would reach out to assist me. Instead, I’ve been left to repeat the same steps with no resolution, despite the urgency of my situation.

I am currently locked out of my banking and Apple accounts, which rely on verification codes sent to my MTN number.

It is unacceptable that a process as critical as SIM swapping is this unreliable, and that MTN’s support channels offer no meaningful assistance to customers in distress.