Defeated

I had such a painful experience yesterday. I received a call from someone claiming to call from MTN in 14th Avenue ***** department telling me that someone was trying to do a simswap on my MTN number. I was so worried thinking about the stories I have heard in the past of people doing sim swaps and accessing peoples banking apps, this person kept on generating OTP telling me that they needed it to cancel the sim swap request and to ensure that I was the authorised owner of the number. After this called MTN realised this person had taken airtime that I do not even have on my phone from MyMTN account. The first agent told me I need to do a sim swap when I told him to cancel the phone he said he could not which I didn't not understand asked to speak to a supervisor told me he was working from home transferred me second agent was helpful told me this person would not be able to access my account again he could not see the transaction therefore could not cancel that request. I called again third person told me they could not assist. MTN sends OTP but they are not clear what OTP is for why is the message not clear confirming that you will be transferring amount to which number to avoid situations like this. Why did I get so many conflicting messages from your agents. How do I know that my MTN number is safe. you have the contact number of the number that did the MyMTN transfer but still you cannot assist. I requested that I do want this service excluded from my MTN number but was told I cannot.