URGENT: SIM Swap Still Not Resolved – Ticket Incorrectly Marked as Solved (INC***7 / IRMS***)

I am lodging a formal complaint regarding the shocking service received from MTN.

On Friday, 27 February, my aunt visited the branch at Mall of Africa after losing her phone on 26 February. She was assisted by Tumi, who advised that the SIM swap could not be processed because the number had not been moved from a contract account to prepaid. A call was logged, and we were promised feedback the same day.

The reference numbers are:

INC***7

IRMS***

No feedback was received.

Since then, my aunt has made multiple trips back to the store. On Sunday, she was told only the consultant who logged the call could assist her — yet that consultant was absent. On Monday, she returned again and was met with unfriendly, unhelpful staff, and the issue remained unresolved.

On Tuesday, after contacting the consultant directly, she was told she was not on duty. Yesterday, she sought assistance at the branch in Sunninghill, where Kgotatso made an effort to help. However, today we were informed that the ticket had been marked as “resolved” — when it clearly has NOT been resolved.

This is completely unacceptable.

How can a ticket be closed when the customer’s issue remains unresolved? Why is something as basic as unlinking an old profile and correctly migrating it taking this long? The lack of accountability, poor communication, and misinformation from staff has caused serious inconvenience, unnecessary travel costs, and emotional stress.

If this matter is not urgently resolved, we will: -Escalate the complaint to MTN Head Office -Lodge a formal complaint with Independent Communications Authority of South Africa (ICASA) -Pursue further consumer protection action if necessary

We expect immediate intervention and a clear resolution timeline. This matter has already dragged on far too long.