BAD SERVICE BY MTN SA

I am so deeply hurt and my heart broken from the treatment I have received since Saturday, the 1st September 2018, evening from MTN Call center. A number of calls were made to the call center with a request to do a sim swap as I have just bought an iPhone. Since I was using an older phone which accepted the large sim card instead of a small chip utilized by iPhone's, I gave MTN a call. Firstly, I have been a loyal customer of MTN for more than 10 years and I experienced such a bad service, being sent from pillar to post with no assistance, including the Team Leader. At the end of the call, I was told I did not answer the questions posed to me correctly therefore I cannot be assisted with my request and I should rather get an affidavit from Police station(another useless department with bad service by the way) and e-mail it with my copy of ID. As if that was not enough, this morning(03 September 2018) again when I called, I was told that I answered my questions incorrectly and cannot be assisted, AGAIN. Your loyal customer who refused to cross the floor to your competitor for so many times, cannot be assisted at all? You should have a discretion or mandate to override the response of the system you use to identify if I am the right customer. I await your response to assist me with the sim swap, otherwise it will not be a challenge to cross the floor to your competitor and get a new sim card with a new number.