Complaint

I spoke to Traci from the call centre needing a letter stating that my late husband's number has been reassigned to a new user as we need to retrieve his phone from the police, she advised the call centre doesn't assist with such I need to go into a physical mtn shop. I asked her to please locate one for me and told her the areas I'm close to she mentioned Chris Hani shopping centre and I told her they have a kiosk, she then said she can't assist as she only has access to areas in KZN, I asked her so how would she assist someone in FS and with attitude and a high pitch said, not all Calls get routed to KZN MTN has call centres nation wide. I have since found a shop and they advised they don't make print outs. Why then would a whole call centre agent send me on a wild goose chase is MTN doesn't even provide what I need?