Sim Swap request

I went to the MTN store at Trade Route Mall on 28 February 2026 to perform a SIM swap. I was informed that my number was “hanging” between prepaid and post-paid. The consultant advised that he would log a ticket to resolve the issue.

When I followed up on Monday, 2 March, I was told that no ticket had actually been logged. I then had to log the ticket myself (BO***).

I called again on Wednesday, 4 March, and was informed that my number had been moved to prepaid and that I would now be able to do the SIM swap.

Today, 7 March, I returned to the Trade Route Mall store to complete the SIM swap, only to be told that my number is still hanging between prepaid and post-paid. I called MTN again and was advised to log yet another ticket (REQ***) and follow up after two hours.

When I followed up, I spoke to an extremely rude agent named Mahlatsi who told me that whoever logged the ticket would call me back, as she could not view the ticket. My concern is: how will anyone call me back when no one took my contact details?

MTN SA, this level of service is extremely disappointing. I have made multiple trips to the store and numerous calls, yet my issue remains unresolved. Please address this matter urgently.

My MTN number is ***