In April, a friend had problems with her phone which was suddenly blocked. She phoned the call centre and was given a PUK number which must have been incorrect as it didn't unblock and then when she repeated back the number given on yet another call to Jet Airtime, she was told that the number given her was the incorrect number and as she had entered it several times, her phone was officially blocked.
She phoned again at the beginning of May and was given a reference number, and since then she has made several calls to the call centre using this reference number. I have assisted her by making 3 calls to Jet Airtime in the last 10 days, only to be told each time that it will take 48 hours to attend to the query!! It is 2 weeks' later!! and almost a month since the PUK was blocked. I have the dates of my calls and the names of the call centre ladies to whom I have spoken on each occasion.
Since it is Jet's fault for at the start giving her the wrong PUK number, there is no way she should have to pay for a sim swap - and this kind of inattention to customer service will certainly lose me, my family and my friend as a customer.