bad service

Hi my name is Lila I am a pre payed user on mtn. been with them for the last twenty years but the service they give to prepaid users is bad.my phone was ****** and I have been trying for a Sim swop until today still no help I faxed stuff which I need to do in oreder for me to get my number back.I spoke to rude agents who do not seem clues up in asdusting customers.agents by the name of Tracey and suman where rude failed to assisted I then spoke to deon a translater advice me he will esclate but still no feedback.I called today and spoke to sander and she informed me her manger will call me still nothing 48 hours have passed still no feedback.gose to shows if you not a contract customer you not important.you hold for hours online for help i never knew doing a Sim swop would be such a head ach