Disappointed MTN customer

I have been a loyal customer to MTN for over 15 yrs, but the way they treated my request for a sim swap is giving me doubts about my loyalty, I did my first Sim swap at Vincent MTN EL on the 22/10, and they were off line, went back on the 25/10 with the required documents , went back on the 01/11 they did it again, then decided to go to another MTN shop at Beacon Bay Retail park on the 09 Nov, gave them the documents again but still the Sim swap did not happen, I then decided to call the call centre agent on the 21/11 who advised me to purchase another Sim card, re-do the affidavit as it was written wrongly, I did this and sent the documents to an e-mail they gave me, today 25/11 I called making a follow up only to be told that no request was registered on their computer even after I read them the acknowledgement of request.