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MTN South Africa complaint about unresolved prepaid SIM swap, offline systems, and pressure to convert to contract

Unknown companyPC-2026-01962OtherAnonymous · 3d ago

MTN South Africa Ralph Mupita What an absolute nightmare this has been! I lost my SIM card and have been trying to do a SIM swap for my prepaid number, but I have been sent from pillar to post with no resolution. I was first taken for a ride by your social media team, who failed to assist me. Today, I visited the MTN store at Promenade Mall in Cape Town, where I was told the SIM swap system had been offline since 14:00. I was then advised to go to the Westgate Mall store, only to be told exactly the same thing when I got there. What is even more frustrating is that at both stores I was pressured to convert my prepaid number to a contract SIM. I was told that if I signed up for a contract, I could get my number immediately. What nonsense is this? Are prepaid customers no longer valued? Has customer service now turned into a sales opportunity? I also find it unacceptable that I was told fraud on prepaid numbers is high. Surely MTN can check its records and see that I have never performed a SIM swap on this number before. Why am I being treated as a potential fraud risk when I am simply trying to recover my own number after losing my SIM card? To make matters worse, I have spent money on Uber trips travelling between stores based on the advice I was given, only to receive the same response at every location. What a waste of time and money. I need someone senior to intervene urgently. This number is linked to my bank accounts, my business, and my customers. Every day without access to it is affecting my livelihood. My customers cannot get hold of me, I am missing important calls, and I am losing business because of this delay. I do not want to be referred to another store. I need MTN to take ownership of this matter and help me recover my number as a matter of urgency.

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System · 13 Oct 2026, 12:50 pm

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