Urgent Security Breach: Inadequate response to account compromise and *****

My mother-in-law’s mobile account was compromised on 27 January 2025, resulting in unauthorized WhatsApp access. The perpetrator has been impersonating her to solicit money from her contacts, and regrettably, several individuals have already fallen victim to this *****.

Upon visiting an MTN branch store, she was assured that her number would be blocked immediately and that a SIM swap would be processed to regain control of her WhatsApp account. However, to date 2 February 2026, neither action has been completed. Her number remains active and accessible to the *****ster, the replacement SIM card provided is non-functional, and despite multiple follow-up visits to the branch and multiple calls to the help line, there has been no progress toward resolution.

Most concerning is that the unauthorized individual continues to exploit her account, de*****ing additional family members and friends while MTN fails to take decisive action. I am profoundly disappointed by MTN’s handling of this critical security matter.

The lack of urgency and follow-through from your staff is unacceptable, particularly given the ongoing financial harm being caused to innocent parties. This kind of situation demands immediate escalation and resolution.