Bitterly disappointing service from MTN

My aunt's phone got ****** yesterday. We contacted 083-135 a few minutes before 7pm for assistance in blacklisting the device as well as to suspend the line until such time that a Sim swap could be done. The consultant (Mpumelelo/Mpumelele) spoke directly to my aunt and managed to blacklist the device but was unable to suspend the line. According to the consultant MTN cannot suspend a pre-paid line. This is where I intervened and explained to the consultant that if she is not able to suspend the pre-paid line whomever is in position of the Sim card could use up the data and/or airtime. She instead advised us to get a Sim swap to which I again responded by asking her where and how I could get a new Sim card and perform a Sim swap at 7pm on Monday evening. She did not have a solution or response to my question and instead rep**** by saying that she was unable to assist me further!! My question to MTN is why a pre-paid line cannot be suspended? Secondly, as a result of not being able to suspend the line does the customer get reimbursed for any potential loss of airtime/data until such time that the customer can get to a MTN service centre to perform a Sim swap? Bitterly disappointed by the service received from Mtn!