1 reviews | Active since Mar 2015
Unsatisfactory service
I lost my cellphone and had to buy a new sim card and do a sim swap. I called 173 and Ximangadzo picked up after 15 minutes while I was on the line, I was asked details such as what time did I last use my sim card, my last recharge amount and on what day it was, how many years I have been using it. Then I was told that their system is rejecting my details. How on earth am I supposed to remember every detail to precision? When I told her this she just simply told me to hang up and call again when I have the correct details. Where am I supposed to get these details when MTN as a service provider is supposed to let me know. On my second attempt a lady asked me the same questions only to also tell me that my information is incorrect and that I must go to the police station to write an affidavit stating that I do not remember information about my sim card details. And only then will they be willing to do a sim swap. Since when did doing a sim swap on my own sim card require so much work?! I have been with mtn for close to 10 years and never have I ever been so disappointed with their service! I have so many contacts on that number that I am going to lose because of this. Disappointed.
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
Due to the number of sim swap ***** identified, it is our duty to try our level best to protect our customers and us as a service provider and the only way we can be able to do that, is to make sure we ask security questions and we do have to be strict about it as we cannot leave room for mistake.
There is an alternative to help you should you not remember all security checks as you mentioned, you may go to the police station and make an affidavit and attach the copy of your ID, the reason for this is for us to have a document of declaration from yourself so that should someone else call and claim the no. we have our files to refer back too.
We apologies for the inconvenience this has caused but please understand it is meant to protect you as our customer against any kind of misconduct and ***** that has escalated into an unbelievable scale.
We sincerely hope that you will have no further cause for any complaint in relation to our service.
Regards
Veronica
REQ:***
Best regards,
Thank you for your post.
We are sorry to have disappointed you with our service and would like to assure you that we do strive to provide the best service at all times.
Due to the number of sim swap ***** identified, it is our duty to try our level best to protect our customers and us as a service provider and the only way we can be able to do that, is to make sure we ask security questions and we do have to be strict about it as we cannot leave room for mistake.
There is an alternative to help you should you not remember all security checks as you mentioned, you may go to the police station and make an affidavit and attach the copy of your ID, the reason for this is for us to have a document of declaration from yourself so that should someone else call and claim the no. we have our files to refer back too.
We apologies for the inconvenience this has caused but please understand it is meant to protect you as our customer against any kind of misconduct and ***** that has escalated into an unbelievable scale.
We sincerely hope that you will have no further cause for any complaint in relation to our service.
Regards
Veronica
REQ:***
Best regards,