Hellopeter
Share Your Experience
BS
Bilqis S

1 reviews | Active since Jul 2011

24 Aug 2026, 20:34

*****ulent SIM Swap on My MTN Number and Serious Concerns Regarding Verification Procedures

*****ulent SIM Swap on My MTN Number and Serious Concerns Regarding Verification Procedures

Complaint

I am lodging a formal complaint regarding a *****ulent SIM swap that was performed on my MTN cellphone number without my knowledge or consent.

On Friday, 21 August 2026, I noticed that my cellphone stopped functioning correctly. I was unable to receive SMS messages, including OTPs required for work-related transactions, and I could not make or receive calls. My phone displayed "Emergency Calls Only."

At first, I assumed it was a technical fault. However, when I attempted to work remotely the following day and still did not receive any OTPs, I contacted MTN's customer service line (135) for assistance.

The first consultant informed me that my SIM card was faulty and instructed me to purchase a new SIM card and call back. After purchasing a new SIM card at my own expense and contacting MTN again, a different consultant informed me that my cellphone number had in fact been SIM-swapped on Friday. She confirmed that my SIM card was not faulty and that an unauthorized SIM swap had been processed on my number.

I was advised to visit an MTN store and request a SIM swap reversal. I subsequently visited the MTN store at Blue Route Mall, where I was informed that a SIM swap reversal request had been submitted and that the process would only be finalised on Wednesday, 26 August 2026.

I explained that this delay would have a significant impact on me, as I rely on my cellphone number for work-related communication and for receiving OTPs required to access various systems.

On 24 August 2026, I visited the MTN Bellville Sanlamhof store seeking further assistance. The staff member checked the system and confirmed that the SIM swap had been processed through an MTN store by an MTN employee. She was reportedly able to see the details of the staff member who performed the SIM swap. I was then instructed to provide an affidavit and a certified copy of my ID so that an investigation could be initiated.

What is most concerning to me is that this SIM swap was apparently processed without my knowledge or consent. If this was indeed done *****ulently, I would like MTN to explain:

How was a SIM swap approved without proper verification and authentication of the individual requesting it?

MTN requires customers to provide identification and undergo verification before sensitive changes can be made to an account. If a SIM swap was processed by an MTN employee, what verification procedures were followed, and how was the individual requesting the SIM swap successfully authenticated as the rightful account holder?

This raises serious concerns about MTN's internal controls, customer verification processes, and the protection of customers' personal information. As a customer, I need assurance that the required security procedures were followed and, if they were not, what action will be taken against those responsible.

My concerns are as follows:

A SIM swap was performed on my cellphone number without my authorization. I was initially provided with incorrect information and unnecessarily instructed to purchase a replacement SIM card. I have been left without access to my cellphone number, impacting my ability to work and receive important OTPs. MTN staff have indicated that the SIM swap was processed through an MTN store by an MTN employee. There appears to have been a failure in the verification and authentication process that should have protected my account from unauthorized access. I am requesting the following from MTN:

Immediate restoration of my cellphone number and services. An urgent investigation into the *****ulent SIM swap. A full explanation of how the SIM swap was approved and what verification steps were followed. Confirmation of the store, date, and time at which the SIM swap was processed. Assurance that my personal information has not been compromised. Reimbur*****t of costs incurred as a result of being incorrectly advised to purchase a replacement SIM card. A written response detailing the outcome of the investigation and any corrective action taken. I trust that MTN will treat this matter with the seriousness it deserves, as this incident has exposed me to significant risk and inconvenience and has raised serious concerns regarding the security of customer accounts.

Kind regards,

Bilqis Steed

0
Replies (3)
BS
Bilqis S's update28 Aug 2026, 21:46
Reviewer Update
So after speaking to My call center on Sat 22 August 2026, the call center agent informed me that my Sim card was faulty and old and only way to solve the problem was to purchase a new Sim card and call back. I then purchased & rica'ed a new Sim card and called 135,mtn customer service. I spoke to a different customer service agent, who said that my cellphone number was hacked, and that nothing is wrong with my Sim card. She said a Sim swap was done on Friday 21/08/2026.she advised that I go to an mtn shop and ask them to reverse the Sim swap. I went on Sat 22/08,to blue route mtn shop. Ansaar assisted me by submitting a Sim swap reversal request via his pc. He said it should be sorted and finalized by Wednesday 26/08. He also stated that someone is using my cellphone number to access R350 sassa grant. On Thurs 27/06 nothing changed. When I called the blue route shop on Thursday asking to speak to Ansaar, he stated that my request for the Sim swap reversal was declined because I am on prepaid and I'm not on a contract which essentially means that MTN owns my cellphone number and they can give me number to anyone without my permission as the cellphone numberwhich I have been using for more than 30 years belongs to mtn.
BS
Bilqis S's update28 Aug 2026, 21:49
Reviewer Update
On 27/08 I went to the Mtn shop in Bellville and asked them to check what's happening on my cellphone number. The mtn agent looked on the
BS
Bilqis S's update28 Aug 2026, 22:32
Reviewer Update
So after speaking to My call center on Sat 22 August 2026, the call center agent informed me that my Sim card was faulty and old and only way to solve the problem was to purchase a new Sim card and call back. I then purchased & rica'ed a new Sim card and called 135,mtn customer service. I spoke to a different customer service agent, who said that my cellphone number was hacked, and that nothing is wrong with my Sim card. She said a Sim swap was done on Friday 21/08/2026.she advised that I go to an mtn shop and ask them to reverse the Sim swap. I went on Sat 22/08,to blue route mtn shop. Ansaar assisted me by submitting a Sim swap reversal request via his pc. He said it should be sorted and finalized by Wednesday 26/08. He also stated that someone is using my cellphone number to access a R350 sassa grant *******ly. On Thurs 27/06 nothing changed, and I still could not use my cellphone. I then called the blue route shop on Thursday asking to speak to Ansaar, Fazlin answered, I explained everything to her, and she said that Ansaar will be starting his shift later, I should call back after 12pm. Ansaar is the person who assisted me on saturday, then when i tried calling back they obviously recognised my landline number theteforee I was holding on for extended periods of time, while they let their phone ring , then declined my calls six times before answering. a diferent female answered and said that she just started her shift, i could hear many voices chatting in the background. Ansaar eventually answered the call and he stated that my request for the Sim swap reversal was declined because I am on prepaid and I'm not on a contract ,which essentially means that MTN owns my cellphone number and they can give me number to anyone without my permission as the cellphone number, which I have been using for more than 30 years belongs to mtn, and not to me. outrageous!i then went to mtn shop in Bellville , and the mtn shop assistant checked on the mtn system and informed me that the sim swap was done at an mtn shop and she was able to see the staff member's name and details who performed the unauthorised sim swap at an mtn shop to an unidentified member of the public. mtn agent said in order for them to give my mtn number back to me, i must provide a certified id copy and a police affidavitt , and bring a new rica'ed sim card for them to do another sim swap on my cellphone number(back to me) next day 28/08 i returned to Bellville mtn shop with certified id copy and a police affidavitt, as instructed. upon arrrival, the agent recognised me form the day before. i provided the certified documents on the agent's desk, , which she didnt even touch, examine or look at, then she proceeded to do the sim swap back to me. when it was finalised, she said i should keep the police affidavitt and certified Id copy. shocking stuff! what was the point on getting it if they did not intend to file it in their records?