I changed from one phone to another which required a change of sim card. I visited a store where I was sold a sim card. With the sim card came a pack with details to follow for doing this sim swap (SS). I followed the prompts and ended up speaking to a consultant who told me, after asking a number of seemingly random questions, that I had failed the security check and that I must call again to attempt to do the SS. I attempted again and spoke to another lady for 20 min's, and then got cut off. Eventually after speaking to a fourth person, now a supervisor, I was told that I should have gone to the shop to do this SS. Needless to say, I was confused.
So it turns out that MTN has a call centre as well as a shop that are unable to resolve queries and conduct their basic business transactions. Looks like MTN needs to restructure the business and do away with shops and call centres, and rather invest in other "useful" divisions.
As a previous MTN shareholder, I am embarrassed and will think twice before including your shares in my portfolio. The damage is done. I wasted 2 hours on this one transaction and absorbed a lot of unnecessary stress because of it.
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