I have been a contract customer of MTN for more than 10 years. My cell could not make or receive calls, but could send and receive sms's. I called the contact centre, who reset my sim on the system (after asking if I had turned the cell off and on or tried another cell. They quoted me the standard 2 to 24 hour resolution. (haha) The next day they said its the sim card thats not working (apparantly it can work for sms's but not calls). So now they told me to go to the nearest MTN store to do a sim swap for a sim that is not 32k. What would've been very useful at this point was if they had told me to take my id book and not my drivers licence along. I went to Boulders MTN where I stood in a queue for 45 minutes only to be told that I couldn't be helped, but if I had a private secretary at home they would allow her to email a copy! Very useful! what would have been even more useful is if they hadn't stopped there and told me that I actually also needed a proof of residence. No, I found this out the next day at MTN Woodmead. I got a new sim and emailed them a proof after an argument. Again, 2 to 24hrs. Still doesn't work. Call centre, wrong sim number. 2 to 24 hrs! a week without cell!
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