BAD SERVICE

I lost my phone a month ago and have been trying to do a sim swap. the service I get when I call trough to the call centre is very bad. I spoke to 3 agents in different times. all of them were not will to assist, they did not give me a chance to ask any questions and I did not understand half of what they were saying. the noise at background was terrible. after a couple of question by the agents, even though I couldn't understand or hear clearly, the call was ended without the checking if I understood everything, the requirements and the whole process of sim swap. I also think that the process is tedious and un realistic, I understand the purpose and need for security checks and all that, but some of the question are ridiculous. if I lost my sim card a month ago , how am I to remember the last recharge amount the last airtime balance ? I am have been an MTN user for a very long time, since I had my first cell phone, but with such disappointment recently with service, I am starting to think maybe its about time I changed networks.