I have been with MTN for almost 15 years, and having lost my phone on the 07 June and carrying the hope that it will be retrieved given that the area where I lost it/ has CCTV cameras. Fast forward to 18 June, and the need to reconnect with the world and ensure that my business no longer suffers from tele-abseentism. I proceeded to do a sim swap, the process was so tenous, with first over 25min waiting period. Secondly, the three non-security questions that are nothing but a test of memory. Regular numbers you call (good question), but the question around payment plan & how much airtime did one load last totally non-security question. The call-centre people are just in the process of ticking boxes and failure to recall these result in unnecessary tick box attitude that frustrated my day. Reccomendation: In this fast changing world, where MTN bombards us with plan advertising the plan option question is really futile and goes against the brand campaigns. On the loading of last airtime value, in the fast moving world airtime is loaded via multiple points thus making the question irrelevant as some of us load more than needed given how busy our lives have become.
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