Unauthorised Sim Swap

My wife's sim was blocked on the 22 and few minutes later I received a whatsap text from her number asking for 1500 via EFT. To me this was weird I called her then that is when I noticed her MTN number is not working I tried on the other number since she uses two sims, she was unaware of this then we knew there was something wrong I went back to the chat and pretended to flow along and the embicile gave me the number to do the EFT. She called MTN who said that the sim swap was done on the 20th. I want MTN to be accountable, I sense a lot of inside job in this situation. 1 How did the person pass all security questions 2 Did your consultant even bother to ask for ID? 3 If the process is done entirely online, don't you think there is a gap in your system or your system allows hackers freedom? 4 Why not give us the voice recording so that we do our own investigation on the matter? Since the sim has been used for 14years and that sim in used in accounts? Your sim swap system is not in support of the POPI ACT. Fix it