nS
ntokozo S
1 reviews | Active since Aug 2016
18 May 2019, 13:23
UnHappy Client
Good Day, Called MTN Call Center yesterday to do a Sim Swap, Spoke to a lady Samukelo and they couldn't assist me, because i didn't recall my last recharge, ask the agent if i can give her the last number i dialed, she said no. i meant i have been using this number for over a decade now. Can someone please assist
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Replies (2)
MTN South Africa's replyOfficial
20 May 2019, 06:55 Good day Ntokozo
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Below are the steps for a prepaid sim swap, the questions asked are for security reasons and it you fail to provide answers you have the option of doing an affidavit or try using the below steps. I will contact you after 8am today to assist further. These are the steps to follow if you want to do a SIM swap and can no longer use your old SIM card: MTN PayAsYouGo subscribers 1. Buy an MTN PayAsYouGo starter pack 2. Please RICA the new SIM card before continuing 3. Insert the new SIM into your current (or new) device. On older SIM cards, if prompted with a menu on first power up of your device, select “Get a new number” (ignore any other options) 4. Activate the new SIM card on the MTN network by dialling *136# 5. Once the new SIM card has been RICA’d and activated (by performing step 2 and 4 above), please dial *135*3 # on the NEW SIM to start the SIM swap process. Alternatively, you may dial *135# and select option 3 to start the SIM swap process 6. After performing step 5 above, you will be prompted to enter the cellphone number for which you are doing the SIM swap and the reason for the doing the SIM swap. The cellphone number you are doing the SIM swap for is your old number (NOT the new number from step 1 above) 7.Once step 6 has been completed you will be sent an SMS containing the steps you need to take in order to complete the SIM swap. Note that at this stage you will have to answer a set of security questions in order to continue with the SIM swap. You will have 3 minutes to answer all the questions. All questions will be related to your old number. 8. Once your answers are validated, you will be sent an SMS to let you know if the SIM swap was successful. If you experience any issues, please dial 135 for further assistance. Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints Management Team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Below are the steps for a prepaid sim swap, the questions asked are for security reasons and it you fail to provide answers you have the option of doing an affidavit or try using the below steps. I will contact you after 8am today to assist further. These are the steps to follow if you want to do a SIM swap and can no longer use your old SIM card: MTN PayAsYouGo subscribers 1. Buy an MTN PayAsYouGo starter pack 2. Please RICA the new SIM card before continuing 3. Insert the new SIM into your current (or new) device. On older SIM cards, if prompted with a menu on first power up of your device, select “Get a new number” (ignore any other options) 4. Activate the new SIM card on the MTN network by dialling *136# 5. Once the new SIM card has been RICA’d and activated (by performing step 2 and 4 above), please dial *135*3 # on the NEW SIM to start the SIM swap process. Alternatively, you may dial *135# and select option 3 to start the SIM swap process 6. After performing step 5 above, you will be prompted to enter the cellphone number for which you are doing the SIM swap and the reason for the doing the SIM swap. The cellphone number you are doing the SIM swap for is your old number (NOT the new number from step 1 above) 7.Once step 6 has been completed you will be sent an SMS containing the steps you need to take in order to complete the SIM swap. Note that at this stage you will have to answer a set of security questions in order to continue with the SIM swap. You will have 3 minutes to answer all the questions. All questions will be related to your old number. 8. Once your answers are validated, you will be sent an SMS to let you know if the SIM swap was successful. If you experience any issues, please dial 135 for further assistance. Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints Management Team
Best regards,
MTN South Africa's reply20 May 2019, 06:55
Official
Good day Ntokozo
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Below are the steps for a prepaid sim swap, the questions asked are for security reasons and it you fail to provide answers you have the option of doing an affidavit or try using the below steps. I will contact you after 8am today to assist further. These are the steps to follow if you want to do a SIM swap and can no longer use your old SIM card: MTN PayAsYouGo subscribers 1. Buy an MTN PayAsYouGo starter pack 2. Please RICA the new SIM card before continuing 3. Insert the new SIM into your current (or new) device. On older SIM cards, if prompted with a menu on first power up of your device, select “Get a new number” (ignore any other options) 4. Activate the new SIM card on the MTN network by dialling *136# 5. Once the new SIM card has been RICA’d and activated (by performing step 2 and 4 above), please dial *135*3 # on the NEW SIM to start the SIM swap process. Alternatively, you may dial *135# and select option 3 to start the SIM swap process 6. After performing step 5 above, you will be prompted to enter the cellphone number for which you are doing the SIM swap and the reason for the doing the SIM swap. The cellphone number you are doing the SIM swap for is your old number (NOT the new number from step 1 above) 7.Once step 6 has been completed you will be sent an SMS containing the steps you need to take in order to complete the SIM swap. Note that at this stage you will have to answer a set of security questions in order to continue with the SIM swap. You will have 3 minutes to answer all the questions. All questions will be related to your old number. 8. Once your answers are validated, you will be sent an SMS to let you know if the SIM swap was successful. If you experience any issues, please dial 135 for further assistance. Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints Management Team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Below are the steps for a prepaid sim swap, the questions asked are for security reasons and it you fail to provide answers you have the option of doing an affidavit or try using the below steps. I will contact you after 8am today to assist further. These are the steps to follow if you want to do a SIM swap and can no longer use your old SIM card: MTN PayAsYouGo subscribers 1. Buy an MTN PayAsYouGo starter pack 2. Please RICA the new SIM card before continuing 3. Insert the new SIM into your current (or new) device. On older SIM cards, if prompted with a menu on first power up of your device, select “Get a new number” (ignore any other options) 4. Activate the new SIM card on the MTN network by dialling *136# 5. Once the new SIM card has been RICA’d and activated (by performing step 2 and 4 above), please dial *135*3 # on the NEW SIM to start the SIM swap process. Alternatively, you may dial *135# and select option 3 to start the SIM swap process 6. After performing step 5 above, you will be prompted to enter the cellphone number for which you are doing the SIM swap and the reason for the doing the SIM swap. The cellphone number you are doing the SIM swap for is your old number (NOT the new number from step 1 above) 7.Once step 6 has been completed you will be sent an SMS containing the steps you need to take in order to complete the SIM swap. Note that at this stage you will have to answer a set of security questions in order to continue with the SIM swap. You will have 3 minutes to answer all the questions. All questions will be related to your old number. 8. Once your answers are validated, you will be sent an SMS to let you know if the SIM swap was successful. If you experience any issues, please dial 135 for further assistance. Rest assured it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm regards
Roanne Juggannadh Complaints Management Team
Best regards,
MTN South Africa's replyOfficial
20 May 2019, 08:11Good day,
Please can i have a number to call you on.
Thanks
Roanne
Please can i have a number to call you on.
Thanks
Roanne
Best regards,
MTN South Africa's reply20 May 2019, 08:11
Official
Good day,
Please can i have a number to call you on.
Thanks
Roanne
Please can i have a number to call you on.
Thanks
Roanne
Best regards,