Contract sim swap

I'm very angry and disappointed by MTN service. I have 2 sim cards contracts with MTN , 1 is my primary cellphone and a Rotter SIM...so I lost my primary number and went to uMlazi branch for a SIM swap on the 28th of September, I don't what the consultant did but as I am writing now the SIM swap was not successful and the Rotter SIM card went offline from that day till today...., I went back to uMlazi branch and I was told they are still offline,

So I miss important calls due to their systems being offline for about 2 weeks now