I’m at a loss as to how to resolve an issue I have and hoping someone has insight to an avenue that could assist.
A few years back I was put on the sim swap watch list. I was working from home, my network went down and my WhatsApp was reset.
I called the fraud department who resolved it swiftly, by reversing the sim swap near immediately and restored my number. This part was efficient and impressive. I then asked how this could happen, given that my ID and physical presence is needed for a sim swap, they couldn’t tell me but said that I could be put on a watchlist to prevent it going forward. So I agreed.
A little while after this incident, for my initial conversion to eSIM I needed to do a sim swap and the consultant asked my watchlist security question which I answered and had no further issues.
fast forward a few years, last week I purchased a new phone and in order to transfer the eSIM, I am required to do a sim swap.
This time the experience has been frustrating to say the least.
First I visited the MTN store, supplied my ID, proof of address, had my old phone with me (containing the eSIM), answered the security question. Told it will take between 2 & 24 hours.
After 2 days the sim swap hasn’t yet taken effect.
I tried 135 & WhatsApp support, which is a story for another thread.
I then went to the MTN store again (different one and not a franchise store).
The consultant could see the request, but the sim swap had been blocked due to incorrect answer to the security question. I’m 100% sure of the answer, but since they type it in, typos or spelling could cause an issue.
I was asked by the consultant on my to do an affidavit to confirm the number is mine and that I cannot recall the security question answer.
I submitted this and the sim swap is still stuck, forcing me to carry around 2 phones (already did the transfer of everything else to my new phone).
I appreciate being protected, however, it was brought about by poor controls on MTN side and the protection cannot be so restrictive that it prevents a perfectly legitimate transaction from taking place.
I promised to sell my phone to someone and am at risk of the transaction falling through because I cannot let go of the old phone. So an inconvenience and while I won’t struggle to sell the phone, I have an easy transaction pending.
I’m in Cape Town, I visited the canal walk branch, then the one in century city boulevard.
Any advice on what I could try next? I likely just need to reach the right consultant, however, I don’t enjoy malls and also prefer not to waste time driving back and forth to MTN.
A few years back I was put on the sim swap watch list. I was working from home, my network went down and my WhatsApp was reset.
I called the fraud department who resolved it swiftly, by reversing the sim swap near immediately and restored my number. This part was efficient and impressive. I then asked how this could happen, given that my ID and physical presence is needed for a sim swap, they couldn’t tell me but said that I could be put on a watchlist to prevent it going forward. So I agreed.
A little while after this incident, for my initial conversion to eSIM I needed to do a sim swap and the consultant asked my watchlist security question which I answered and had no further issues.
fast forward a few years, last week I purchased a new phone and in order to transfer the eSIM, I am required to do a sim swap.
This time the experience has been frustrating to say the least.
First I visited the MTN store, supplied my ID, proof of address, had my old phone with me (containing the eSIM), answered the security question. Told it will take between 2 & 24 hours.
After 2 days the sim swap hasn’t yet taken effect.
I tried 135 & WhatsApp support, which is a story for another thread.
I then went to the MTN store again (different one and not a franchise store).
The consultant could see the request, but the sim swap had been blocked due to incorrect answer to the security question. I’m 100% sure of the answer, but since they type it in, typos or spelling could cause an issue.
I was asked by the consultant on my to do an affidavit to confirm the number is mine and that I cannot recall the security question answer.
I submitted this and the sim swap is still stuck, forcing me to carry around 2 phones (already did the transfer of everything else to my new phone).
I appreciate being protected, however, it was brought about by poor controls on MTN side and the protection cannot be so restrictive that it prevents a perfectly legitimate transaction from taking place.
I promised to sell my phone to someone and am at risk of the transaction falling through because I cannot let go of the old phone. So an inconvenience and while I won’t struggle to sell the phone, I have an easy transaction pending.
I’m in Cape Town, I visited the canal walk branch, then the one in century city boulevard.
Any advice on what I could try next? I likely just need to reach the right consultant, however, I don’t enjoy malls and also prefer not to waste time driving back and forth to MTN.