WHAT A NONSENSE SERVICE

I have been trying to do a simple SIM swap for almost a week now and MTN has somehow managed to turn what should be a thirty minute process into the most frustrating experience of my life. All I need is an OTP. One number. Sent to my phone. That is it. And for seven days MTN has failed to do even that. The reason I am doing this SIM swap in the first place is because I am leaving MTN. I have had enough of the poor service, the dropped calls, the data issues and the general feeling that this network does not care about its customers at all. So I decided to move on. But now the same pathetic service that made me want to leave is the exact thing stopping me from leaving. MTN is literally holding me hostage with their own incompetence and I find that absolutely insulting. I have called customer service more times than I can count this week. Every single time I get the same thing. Someone reads from a script, tells me it will be sorted, and then nothing happens. No OTP arrives. No one calls me back. No escalation happens. I just sit here waiting like a fool while MTN agents go home at the end of their shifts having done absolutely nothing to help me. A week of my life wasted on a problem that should have been fixed in one phone call. What makes this worse is that MTN is not a small operation running out of a garage somewhere. This is a massive telecommunications company with billions in revenue and supposedly thousands of trained staff. And yet they cannot send one OTP to a customer who is trying to leave. It is embarrassing. Genuinely embarrassing. Either the systems are completely broken or there is zero urgency placed on customer issues and either way that is MTN's problem to fix, not mine to endure. I am not writing this to vent into the void. I am writing this because I want someone from MTN with actual decision making power to contact me and fix this today. Not in two to three business days. Not after another round of scripted apologies. Today. If this is not resolved I will be escalating to ICASA and the relevant consumer protection bodies because a week without resolution on something this basic is not acceptable from any service provider, let alone one that charges what MTN charges. Sort it out MTN. This is beyond a joke now.