E-sim and MTN’s shocking service

MTN South Africa - I have never received such shocking service in my life! I have bought an Apple Watch and subscribed for an e-sim but no one can get it to work? I cannot fathom how you can offer a service you simply cannot deliver? I have spoken to over 15 people who cannot assist me. I am now paying for a service I am not receiving? This is unacceptable! I have tried calling every MTN contact I can to complain and sort the issue out but the truth is no one cares! I have also been trying to transfer a contract and shocker... NO ONE CAN HELP ME?? I am actually at a loss for words at how shocking your service is.