Attitude and rotten service from Senzo

Hi,

I received a pop-up on my phone for a sim-swap request which I ignored and immediately phoned MTN '173' and spoke to a lady who asked for my sim card number and I had to first obtain that and call back so that they can reverse/reject the request for the sim to be swapped and also to put my number on the 'watch list' she said, and I did so without any delay and called back then spoke to another lady who advised that the sim swap request which was pending at the time could not be reversed as it was still pending and apparently the reversal can only be done once the request for a sim swap is processed and she advised that she can only add my number on the watch list so I accepted. I received numerous sms's for the request after speaking to MTN for the sim swap request which I ignored because I had already reported the matter to MTN and eventually I was sent an sms which was giving an ultimatum to reply or the request would be processed and I rep**** with a 'No' to the request to have my sim swapped, immediately I noticed that the sim swap request was processed. I had to call MTN again for the third time and this time from a different phone, I was assisted by Senzo around 1pm and he asked for the sim card number which I had written on a book my son was scribbling on and put away so I asked Senzo to hold on for me for a minute as I was giving an order to my son to get the book Senzo drops the phone because immediately after receiving the book with the sim card number I got back to the phone to give him the number so I had to call again for the fourth time starting from scratch because I had to explain my story again to someone else so I thought, I was soon to be proven wrong because Senzo answered my call again the very same call he had gotten rid off. Without wasting a breath I asked Senzo why did he hang up the line while I had asked him so nicely to hold whilst I get the number he asked for then he's reply was that "we are not allowed to hold-on for customer's", I sensed attitude from Senzo so refrained from making any further comments about his "rotten service" since I wanted assistance with my sensitive issue and also because I didn't know why this was done and what details of mine did the apparent ******** have if any. I was on the phone for 13min:13sec with Senzo and had to hold for atleast 12min since there wasn't that much to communicate as he had received all he required from me. Why should I continue using MTN if their service is so bad, senseless and with Senzo who shows no empathy to customers? I am very angry and dissatisfied because this very number I use for my OTP's and all that sensitive data which also involves money, I have been with MTN for more than 11 years and if this does not mean anything to MTN then either me or the service provider do not understand the meaning of loyalty and I unfortunately cannot be associated with such and must immediately port or purchase a new sim.