eSIM not working for more than 3 weeks

Terrible Service I received from MTN. One of my contracts is a simcard only for my son. On 3 August his simcard stopped working. I called 135 to assist and they couldn't help us. Out of desperation we changed to eSIM, thinking maybe this would help. Nope, still not working. Called the call centre again, they said we must visit an MTN store. We went to MTN K90, the lady did a reset and said we must come back the following day if it still doesn't work. Went back the next day, they said they can't help, they will log a ticket. Tickets are opened and then they just close them without resolving the problem. I've been calling almost every day since 3 August and even tried on FB messenger. This week I decided enough is enough. I sent a formal written complaint to customer care. They rep**** and said I mist allow 24 hours. Yesterday I sent a follow up. Today they email me and say we must try again and let them know if the eSIM works. Still not working. I reply and tell them that. All the tickets that was opened are closed by MTN and the problem is not resolved. I am at my witts end with MTN. Why do I pay the contract every month when we can't use it? I sent another email to them now bit it seems our money is good enough but nobody there can assist with a sim not working. VERY ANNOYING.