Disgusting lack of assistance on a critical matter

I bought a brand new Samsung S21 phone and soon lost sim connection. I was told by Samsung that MTN wrongly blacklisted the phone. I don't even have an mtn contract or simcard. I called mtn helpdesk and I was told I need to buy a prepaid mtn simcard and then call them from that sim in order for me to be assisted. This is disgusting. A mistake on their side now requires me to purchase a simcard just to be assisted by their call center! There should be laws against such incompetence!