Urgent Sim swap declined

Dear MTN Management / Complaints Department,

I am writing to formally lodge a complaint and request immediate escalation regarding the SIM swap for my number, ***.

My phone was ****** with the SIM card inside. Since yesterday, I have visited the MTN Morningside branch as well as other MTN branches seeking assistance. I have been informed that there is a security question linked to my account; however, this question was set approximately eight years ago and I genuinely do not recall the answer.

Despite providing my original ID and a police affidavit, I have been unable to regain access to my number. Instead, I have been sent from branch to branch without resolution. This is unacceptable.

This number has been registered in my name and in use for over 15 years. It is directly linked to my business, banking, and essential personal accounts. I am currently losing income and experiencing serious disruption because I cannot access this number. My livelihood is being affected.

I am requesting the following as a matter of urgency:

Immediate escalation of this matter to a senior manager.

Alternative verification methods to confirm my identity (biometric verification, in-branch identity validation, or any other lawful process).

Written feedback on how MTN intends to resolve this matter without further delay.

As a long-standing MTN customer, I expect reasonable assistance and a solution that protects both my identity and my rights as the registered owner of this number.

Please treat this as an urgent matter. Should this remain unresolved, I will have no option but to escalate the matter further.

I expect feedback within 24 hours.

Yours sincerely, Tina Macome Alternative Contact: ***