Bad Service

Yesterday morning I called MTN hoping to do a sim Swap since I was using the old sim and they've telling me that they offline for the whole day, I must keep trying in an hours time. Today same thing is happen and all of the sudden, one of their agent Mzwandile said the offline which I'm used to that line y now and I asked to speak to supervisor and I'm told he/she just went out to a meeting @ night and I Gail their security checks questions. My questions is, why didn't they telephone that all alone while I was calling and what surprises me is that I've been using this number whole life, now I have to fight so they can do me a sim Swap of a simcard I load with airtime always. MTN has the worse service ever