condescending attitude towards client's

My Sim card is inactive on the MTN Network and no one can assist with rectifying this error which is clearly on their end, after trying to get it sorted I was informed that there is nothing they can do and the only alternative is to do a Sim Swap. <br> <br> Great, so my question was who will pay for this? I was informed that I the customer should pay for it, How can I pay for an error caused by MTN and this error will cost me about R153.00. Only to be told that when I did an upgrade of my handset in 2015 I was supposed to do a Sim Swap as well which they consider a Sim Card upgrade.<br> <br> I don't work at MTN how was I suppose to know this, mind you in 2015 when I tried to do a handset upgrade I had the same amount of issues with that. I should have followed my instinct and just cancelled the contract at that point and ported my sim card to a different network provider.<br> <br> I want to know if this is standard procedure with MTN that you choose to give your customers so much grieve and make them feel like they are the one's at fault and more like they are *******.<br> <br> I have not had the best experience with MTN since 2015 and I am sure like my previous complaint this will be ignored.