Esim issues. Slow and poor communication

I was using an iPhone XS and used my MTN data sim card as an esim in it. Ive bought an iPhone 12 on friday last week and tried to scan the QR code and it doesnt work. Called customer care on friday and they escalated it to management. Been calling and sending emails since monday to get feedback and no one can give me a valid response. Seems like no one knows what might be the problem. So now im paying for a data sim that i cant use and i have to buy prepaid data. Making the company richer. This is unacceptable.

All MTN needs to do is deactivate the esim and activate a new one for my new phone. Should it really take a week????

My reference number is REQ***