Bad Service

Now i have a question i would like an answer for? A person who was using MTN for over 5 to 6 years, at a day have there phone ****** and trying do to a sim swap is taking over 1 week and still no results yet. 1St we where struggling to answer the security question which is correct as far as we know. Then once past that sad story the Sim Swap is still not completed. 1St we where told that the phone must be switched OFF for 24 hours then the Sim Swap will be successful. Then after the 24 hours is over we are told that the phone must be on the hole time but we can not use the phone. So what does a person have to do in future do to a Sim Swap correctly because not even every body at MTN knows whats going on. Sitting on a phone to get help and talking nicly the hole time does not work anymore in RSA. So must a person go to another service provider or what can a person do from this point