Urgent Complaint Regarding Unauthorised SIM Swap & Failure to Assist

Formal Complaint

Subject: Urgent Complaint Regarding Unauthorised SIM Swap & Failure to Assist

Dear MTN ***** Department, I am writing to file a formal complaint regarding an unauthorised SIM swap on my mobile number and the subsequent lack of assistance from your customer service consultant.

On 09/09/2025 around 3 pm my SIM card *** was *******ly SIM-swapped by ****mers. I immediately contacted your support services to report the ***** and regain control of my number.

During the verification process, I successfully provided the consultant with the serial number printed on my physical SIM card. The consultant confirmed that this number matched the one registered on your system.

However, the process was halted when I was asked a security question regarding my last airtime or data purchase. I stated that my last purchase was for R180 of airtime and a 6GB data bundle. The consultant informed me this was incorrect. I explained to her that since ********s now have control of my number, it is highly probable that they have made subsequent purchases. It is impossible for me to know the value of transactions that I did not perform.

The consultant acknowledged that this was a logical possibility but stated that she was still unable to assist me due to policy.

This security procedure is fundamentally flawed in active ***** situations, as it relies on information that only the ********s would know. My ability to provide the physical SIM card number should be considered a primary form of verification.

I urgently request that this case be escalated to a senior manager or a ***** specialist who can use alternative and more secure methods to verify my identity and restore my mobile number to me immediately, which she refused to do

I look forward to your prompt action on this serious matter. Sincerely ,Email: ***