Wrong sim swap
MTN Dainfern Square swapped the wrong sim card. My son has my number on the sim card he has, but is in Cape Town. The sim card on my phone is not working and I am in the Netherlands. It was done at Dainfern square and the paperwork have all the right information, but they did it wrong. Since last weeek when the incident occurred, phone calls and emails to them ends up with promises but no action.
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Replies (4)
MTN South Africa's replyOfficial
27 Aug 2019, 07:46Good Morning
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Please note that we are investigating the issue and feedback will be provided as soon as possible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsJessica Complaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Please note that we are investigating the issue and feedback will be provided as soon as possible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsJessica Complaints Management team
Best regards,
MTN South Africa's reply27 Aug 2019, 07:46
Official
Good Morning
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Please note that we are investigating the issue and feedback will be provided as soon as possible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsJessica Complaints Management team
Thank you for taking time to raise your concerns with MTN, please accept our apologies for any inconvenience caused as result of the breakdown in the service delivery in one of our touch points.
Please note that we are investigating the issue and feedback will be provided as soon as possible.
Rest assured, it is not our intention to displease you. We look forward to improving on the service delivery to you.
Warm RegardsJessica Complaints Management team
Best regards,
MTN South Africa's replyOfficial
27 Aug 2019, 13:35Good Day Louise
Please be advised that I tried calling you on ***, there was no answer.
Please provide me with an alternate number to call you on, I also require the correct and incorrect cellphone numbers and sim numbers to do the investigation.
Warm RegardsJessica Complaints Management team
Please be advised that I tried calling you on ***, there was no answer.
Please provide me with an alternate number to call you on, I also require the correct and incorrect cellphone numbers and sim numbers to do the investigation.
Warm RegardsJessica Complaints Management team
Best regards,
MTN South Africa's reply27 Aug 2019, 13:35
Official
Good Day Louise
Please be advised that I tried calling you on ***, there was no answer.
Please provide me with an alternate number to call you on, I also require the correct and incorrect cellphone numbers and sim numbers to do the investigation.
Warm RegardsJessica Complaints Management team
Please be advised that I tried calling you on ***, there was no answer.
Please provide me with an alternate number to call you on, I also require the correct and incorrect cellphone numbers and sim numbers to do the investigation.
Warm RegardsJessica Complaints Management team
Best regards,
's updateReviewer Update
28 Aug 2019, 10:01Good day Jessica
You will not be able to get hold of me on my number ***. The sim card with that number is in Cape Town and I am in Amsterdam, the Netherlands. You can call me on +***2.
I received the following from the regional manager for Gauteng, Suvan Maharaj:
"Ref number: *** – your sons sim card, which I have logged a request to get the sim card that he has currently to be made available so I can process the sim swap correctly."
Just to clarify: my son's number is *** and this number should be on sim card ***, but my number *** is on this sim card.
"Ref number: *** – your sim card (the 1 that you have with you), which I have logged a request to get the sim card that you have currently to be made available so I can process the sim swap correctly."
Just to clarify: my number is *** and should be on sim card ***.
He forwarded the above to me yesterday afternoon and said that it will be sorted out between 2 to 24 hours. Last week he said it was going to be sorted out between 2 to 48 hours and I waited the whole 48 hours just to find out that it was not resolved. As I am typing this there is 5 hours left since I received his email and I do not believe that 5 hours will make a difference in the situation.
My son runs a little business and currently he is loosing business by the minute. Will it be possible to activate a forward call from *** to *** to help my son. Is the suspension removed from ***? Can you add a "forward call" via the system for us please?
I am in the Netherlands and need to use my phone. This situation is now critical for us as a family. Your urgent assistance will be highly appreciated.
Regards,
Louise
You will not be able to get hold of me on my number ***. The sim card with that number is in Cape Town and I am in Amsterdam, the Netherlands. You can call me on +***2.
I received the following from the regional manager for Gauteng, Suvan Maharaj:
"Ref number: *** – your sons sim card, which I have logged a request to get the sim card that he has currently to be made available so I can process the sim swap correctly."
Just to clarify: my son's number is *** and this number should be on sim card ***, but my number *** is on this sim card.
"Ref number: *** – your sim card (the 1 that you have with you), which I have logged a request to get the sim card that you have currently to be made available so I can process the sim swap correctly."
Just to clarify: my number is *** and should be on sim card ***.
He forwarded the above to me yesterday afternoon and said that it will be sorted out between 2 to 24 hours. Last week he said it was going to be sorted out between 2 to 48 hours and I waited the whole 48 hours just to find out that it was not resolved. As I am typing this there is 5 hours left since I received his email and I do not believe that 5 hours will make a difference in the situation.
My son runs a little business and currently he is loosing business by the minute. Will it be possible to activate a forward call from *** to *** to help my son. Is the suspension removed from ***? Can you add a "forward call" via the system for us please?
I am in the Netherlands and need to use my phone. This situation is now critical for us as a family. Your urgent assistance will be highly appreciated.
Regards,
Louise
's update28 Aug 2019, 10:01
Reviewer Update
Good day Jessica
You will not be able to get hold of me on my number ***. The sim card with that number is in Cape Town and I am in Amsterdam, the Netherlands. You can call me on +***2.
I received the following from the regional manager for Gauteng, Suvan Maharaj:
"Ref number: *** – your sons sim card, which I have logged a request to get the sim card that he has currently to be made available so I can process the sim swap correctly."
Just to clarify: my son's number is *** and this number should be on sim card ***, but my number *** is on this sim card.
"Ref number: *** – your sim card (the 1 that you have with you), which I have logged a request to get the sim card that you have currently to be made available so I can process the sim swap correctly."
Just to clarify: my number is *** and should be on sim card ***.
He forwarded the above to me yesterday afternoon and said that it will be sorted out between 2 to 24 hours. Last week he said it was going to be sorted out between 2 to 48 hours and I waited the whole 48 hours just to find out that it was not resolved. As I am typing this there is 5 hours left since I received his email and I do not believe that 5 hours will make a difference in the situation.
My son runs a little business and currently he is loosing business by the minute. Will it be possible to activate a forward call from *** to *** to help my son. Is the suspension removed from ***? Can you add a "forward call" via the system for us please?
I am in the Netherlands and need to use my phone. This situation is now critical for us as a family. Your urgent assistance will be highly appreciated.
Regards,
Louise
You will not be able to get hold of me on my number ***. The sim card with that number is in Cape Town and I am in Amsterdam, the Netherlands. You can call me on +***2.
I received the following from the regional manager for Gauteng, Suvan Maharaj:
"Ref number: *** – your sons sim card, which I have logged a request to get the sim card that he has currently to be made available so I can process the sim swap correctly."
Just to clarify: my son's number is *** and this number should be on sim card ***, but my number *** is on this sim card.
"Ref number: *** – your sim card (the 1 that you have with you), which I have logged a request to get the sim card that you have currently to be made available so I can process the sim swap correctly."
Just to clarify: my number is *** and should be on sim card ***.
He forwarded the above to me yesterday afternoon and said that it will be sorted out between 2 to 24 hours. Last week he said it was going to be sorted out between 2 to 48 hours and I waited the whole 48 hours just to find out that it was not resolved. As I am typing this there is 5 hours left since I received his email and I do not believe that 5 hours will make a difference in the situation.
My son runs a little business and currently he is loosing business by the minute. Will it be possible to activate a forward call from *** to *** to help my son. Is the suspension removed from ***? Can you add a "forward call" via the system for us please?
I am in the Netherlands and need to use my phone. This situation is now critical for us as a family. Your urgent assistance will be highly appreciated.
Regards,
Louise
's updateReviewer Update
30 Aug 2019, 11:08Good day. Both issues have been resolved by last night. Thank you for everybody who was involved. Kind regards, Louise
's update30 Aug 2019, 11:08
Reviewer Update
Good day. Both issues have been resolved by last night. Thank you for everybody who was involved. Kind regards, Louise