SIM SWAP HORROR

Dear MTN Support Team,

I am writing to formally express my disappointment and frustration regarding the extremely poor service I have received while trying to perform a SIM swap for my number ***.

I initially attempted to complete the SIM swap using the provided USSD/code process, however the request did not go through. I then attempted to contact support through 135 IVR, but it does not provide an option to reach a customer service consultant directly, which already made the process unnecessarily difficult.

Thereafter, I spoke to a consultant named Simphiwe, who was extremely rude and unprofessional during our interaction. She advised that multiple SIM swap attempts had been made and that I would now need to visit a store. While assisting me, she claimed she was placing me on hold, however instead she placed her headset aside and continued speaking to colleagues while making distasteful remarks. One of the comments made included referring to me as “stupid,” which is completely unacceptable behaviour from a customer service representative.

I then requested to speak to a supervisor and was transferred to Tembe, who unfortunately appeared to have little understanding of the issue. He advised that he would contact me within two hours regarding the matter. This was at approximately 13:00, and no call was ever received. It is now well beyond the promised time.

The following morning, I contacted MTN again and spoke to Karabo, who was once again rude, dismissive, and unwilling to assist. I was then transferred to Thabang, who was by far the most *********** manager I have dealt with throughout this ordeal. He advised that he would escalate the issue and provide me with a reference number, however instead the call was disconnected without any resolution or follow-up.

I also spoke to Sinovuyo, who immediately advised that customers cannot be transferred to managers, which contradicts what other consultants had previously done. At this stage, I no longer know what information provided by MTN staff can actually be trusted.

What should have been a simple SIM swap process has turned into an exhausting and unacceptable experience filled with rude consultants, poor communication, lack of accountability, and unprofessional conduct from multiple MTN employees.

The most frustrating part is that I have repeatedly explained that I am unfortunately unable to get to an MTN store, yet no alternative solution or meaningful assistance has been offered. One of the “solutions” provided by Thabang was that I should simply wait 30 days before attempting the SIM swap again, which is unreasonable and unacceptable.

I would like this matter formally investigated, particularly the conduct of the consultants and managers mentioned above:

* Simphiwe
* Tembe
* Karabo
* Thabang
* Sinovuyo

I also urgently require a workable solution for completing the SIM swap for number *** without needing to visit a store.

Please treat this matter with urgency and provide me with proper assistance, feedback, and accountability regarding the conduct of your staff.

I look forward to your urgent response.