Bad Service-Sim swap for my ****** SIM card cannot be processed for almost a week now

My contract SIM card was ****** and I went to MTN Menlyn on Tuesday (13 February 2018) to perform a sim swap. I was told to wait for 2 - 24 hours. which I waited. On Wednesday I called MTN customer care (808) since the sim swap was not processed. The consultant told me I am supposed to respond to the sms sent to the SIM card (****** SIM card) that I want to perform a sim swap. I asked how can I respond to the message on the SIM card I don't have, and I was rudely told that that is the only way my sim swap will be performed.

Realistically I don't understand how can they (MTN) expect me to respond to a ****** SIM card because if it is ****** it means it is not in my possession.

I went back to MTN shop (Menlyn) on Sunday for enquiries and I got the same unprofessional answer that someone responded by NO on the sim swap sms. How can we expect a person who is using my SIM card *******ly to authorise a sim swap. To make matters worse, the SIM card received the minutes, sases, and data on the 14th of February, meaning the person in possession of my SIM card is enjoying the benefits of such due to MTN failing to process my sim swap.

I have been a customer of MTN since 2009 and this is how they thank me. I have 5 contracts with them (3 with MTN direct + 2 with One2One). MTN this is bad service. I am planning to cancel all my contacts with you because what you know is to bill me but you bring unrealistic demands when we need services. there is no way I can be able to respond authorising a sim swap from a SIM card that is ******(Not in my possession). Just perform my sim swap.