SIM swap still suspended / “services have been suspended” for over 24 hours – urgent resolution needed (***)

I am extremely frustrated with MTN’s handling of my SIM suspension and SIM swap process, which has left me without service for more than 24 hours despite multiple calls, an MTN store visit, and confirmation emails.

On Tuesday, 3 March, I called MTN to report that my phone had been ******. I requested that my number be blocked, and the consultant advised that she would suspend my SIM as well for security.

On Wednesday (yesterday) I went to MTN Pavilion to do a SIM swap. The consultant confirmed the SIM swap was done, but advised the SIM was on a “soft lock.” The store then called the MTN call centre. The call centre agent advised that everything would be resolved within 2 hours, and they spoke to me directly as part of that process.

However, later that afternoon I still could not make calls and received the error message: “services have been suspended.” I then called MTN again and was issued the reference number BO***.

This morning I followed up again and received an email stating that the suspension has been lifted, but I still cannot make calls. I have now spent over a day going back and forth between emails and the call centre with no resolution, and I remain without service.

Impact: This has disrupted my ability to communicate and manage personal/business matters. It is unacceptable that after reporting a ****** phone and following the correct security procedures, I am now effectively being penalised by being left without service.

What I need MTN to do urgently:

Immediately remove the suspension/soft lock and fully restore services on my number (outgoing calls, SMS and network access).

Provide a clear written explanation of why the line is still suspended after being told it was lifted.

Confirm the matter is resolved and provide a final turnaround time and escalation contact if it cannot be resolved immediately.

If MTN cannot restore my services urgently, then please advise whether I should proceed with cancelling my contract and porting to another service provider that can offer reliable support and faster resolution.

*** Store visited: MTN Pavilion

I expect a prompt response and immediate technical intervention.