Atrocious Customer Service from Head Office

My daughter lost her phone in Dec. Due to residing in an outlying area, we could only get to the closest store on 3 July to do a simswap. Due to a technical problem with MTN's verification her sim is still not active. The local consultant has been wonderful but cannot do anything from her and head office has not rep**** to her emails or queries. My account is paid religiously and I have effectively wasted 9 months worth of contract fees. I am disgusted and despite having been a loyal and happy mtn customer for many years all have no choice but to consider moving providers or laying a complaint with the ombudsman. Mr MJ Scheppel Port Edward