DOES ANYBODY AT MTN KNOW HOW TO DO A SIMPLE SIM SWAP????

I lost my phone about 4 days ago. i am on prepaid and have had that number for over 10 years. I have been trying with no success to do a sim swap. I first tried manually when it didnt work I was told by the MTN agent that it is because I didnt switch my phone off I should switch my phone off and check after two hours the process takes 2 to 24 hours. I did that and there was no sim swap. I called again and a different agent said i should switch the phone off for 24 hours. After going through the whole process again I did as she said and guess what? No sim swap happened. Today i walked into the MTN shop at Northgate Mall they opened a new sim for me and they RICA's it thereafter they said i should insert it in my phone and when I get an sms about my new number I should switch it off and insert it after 5 hours. I did exactly that and no sim swap happened. I have just called the call center again for the millionth time and to my surprise the agent told me all those people were wrong and I shouldnt switch off my phone i should leave it on. We did the whole process again I am now waiting for the results. I would like to know if the walk in center cannot assist and if the call center cannot assist who can I speak to who can assist? This has been such an inconvenience to my life. Who trains MTN staff because they do not speak the same language the information they give differs depending on who you speak to. Are there no manuals or they are told to tell customers whatever they think. I am very confused and frustrated because I do not know how to go about getting my sim swap. I have been with MTN over 20 years now even the data my employer have signed us up with is MTN while we work from home and this is what I get!! I'm shocked