Deactivated sim card

I have had a very bad experience with MTN after many years of using it and the company has let me down. On Friday 8th December I was hacked and I called their call centre and spoke to Bonga or Bongani guy who did not seem to know he was doing. I explained to him that I have just been hacked and the guy was adamant that it's not true after a lot of explanation from myself the guy eventually saw that indeed I was hacked. With less information he let me drop the call with no solution to my problem. I called on Monday 11th December I then spoke to a real customer Service Agent who knew what she was doing. The lady advised that I can do a swim swap reversal however when she tried to do it she got an error as they said now my sim card is deactivated on the network and she will to have it reactivated I should then call after 24hrs. Indeed after 24rs being 12 Dec at exactly 12:06 I called and spoke to a lady who lack empathy let alone customer service the lady was talking while I'm trying to explain to her she did not want to listen to me let alone investigate. She just told me to call again after 2 hrs of which I did and spoke to Pamela who now assisted me and I'm happy with her service I guess she deserves 5 🌟 for her service. She logged the query with you to have my sim card deactivated and advised it might take 2-24hrs. Well at night I guess after more than 4 hrs after the query was logged I called again and spoke to a lady who actually tried to blame me for my sim card being deactivated citing that I do not load airtime if the lady did a thorough investigation she would know that I do load airtime and even have airtime advance on the same sim card. Can MTN tell me whether am I going to have my sim card back or not as I was told today to wait for another 48hrs of which I doubt it will be reactivated by the time. Teach your staff an importance of customer service and how to handle such situations because I guess they lack a lot