Bad service MTN

Posting on behalf of my mom. ***** was committed on her mtn acc in December. When she reported it to the mtn branch in Tygervalley( top floor branch) they told her that a Sim swap was done(inside job). In January she went back to the new branch in Tygervalley only to find out that the top branch had not done anything. She then handed all requested documents to the new branch in Tygervalley. Needless to say up until today still no action from mtn. The consultant has escalated the matter twice and still no results. Pathetic. (my mom is 78 doesn't understand all this. She is so stressed out about the situation)