Appalling service

On the 04/12/2017 I tried doing a sim swap on self help and it failed, @ 18:48 I then called 173 [2x I was told that they're off line], the 3rd time was told to redial & speak to someone else. @ 19:05 I called back and got through to Khanyisa Mabunda who was not prepared for my call as I constantly had to repeat myself [with a lot of noise from her backround], she was rude & unprofessional, not helpful & I refused giving her my ID number and requested her surname & to speak to her senior which she bluntly refused to. She ****, said that she is based in KZN [which was incorrect] &also said that there was no supervisor on the floor and tried stalling, doing all sorts of tricks that she could not hear me - I advised her that I will not hung up, she is not to end my call & I'll wait until a supervisor takes my call and assist. Tumelo Rakosa took my call, I expressed my frustration, neither did he apologise and wanted to give the call back to the agent to further assist me and I told him that I dont want to speak to the agent anymore and he must assist, which he did. I then requested him to listen to the call and give me feedback in explaining the if the type of service I was subjected to meets the required/acceptable MTN standards - he promised to do so the next day at 3pm. To date [14 days later], I am still awaiting that call. I need to move my number to contract but I must say I have never been belittled in this manner and if this is what MTN service has become, I surely dont want to be associated with such by the way, I always have an option to port my number to another Network provider. - Did Khanyisa assist me nor show any willingnes to - NO - Was she polite - NO - Did we have a good interaction - NO - Did she have integrity - NO - Did she provide poor/substandard service - YES I need still need this call to be listened to and tell me that this is the type of agents and supervisors you see as your brand ambassadors - what happend to the stellar service, caring, polite agents that MTN used to have? I also need to know why Tumelo didnt return my call as promised.