SIM SWAP ISSUE: ***

Called customer care line and was told they could not help with my query, was instead given an email address to sent my query which read as follows:

Sent: 10 May 2019 10:29 AM To: ********** Subject: SWIM SWAP : ********** ICCID NO ********** 0 ********** 33 PARK STATION

Good day,

I write this email frustrated as hell with the service I received at one of your stores in Park Station, please see below chain of events:

• 03.05.2019 went into the store to enquire about swim swap, was told it is no longer done via phone but in the store • Consultant advised that I need a Proof of Residence and ID, which I duly provided • He then processed it and advised me that it would be fine after 10 – 15 minutes and that was round about 16:40 • I only put the same late at night around 6 to 7 but it only read “ emergency calls only “ • 04.05.2019 called in to enquire as it was still saying “ emergency calls only” • Consultant requested for the ICCID no which I gave and she told me that it was in semi final stage and it will done in 24 hours • Fast forward to the 7th May 2019, I was still having the same issue “ emergency calls only” • I walked in again at Park Station to query as this has been going on for long now • A different consultant checked again using my ID and he told me that it was not done which was surprising after being told that it was done • He then advised that we need to do it again but he requested that I submit a BANK STATEMENT which I was amazed by because I had already submitted the required docs before • 09.05.2019 still not able to use my sim – which by the way is my main sim card, went to Park Station with my Proof of residence and ID but they refused to assist as they need my bank statement • I am not sure as to why is that because I had the required documents but he refused stating that he cannot do a sim swap without a bank statement

I am not happy with this service as one consultant was able to assist me with a proof of residence and ID yet the other cannot use the same docs, which has been confirmed by a Telkom agent when I called. I need my sim because I am missing out on a lot of things, i.e cellphone banking and sms for accounts etc.

May you assist as a matter of urgency, failure to do so will result in me contacting the Hellopeter and the Ombudsman.

I await your response.

Regards,

Bereng Ntente

To this date I am still not sorted out