Extreme bad Service

My Sim card was hacked and made a Sim swap that I had to pay around R55.00, on the 28 Feb I tried loading airtime amounting to R190 & to my surprise that airtime vanished in the wind. I spoke to Tshegofatso who said my airtime will be reversed in the next 72 hours, today is 168 hours later still no action. This morning, I called again & spoke to Malebo, Sinakho who showed no interest & cut my call, I called again & spoke to Bestina who was very arrogant & if I gather her questions correctly it seems MTN SA does not value prepaid customers, till now I have had no resolution. Maybe this is the time I need to change service provider because of the attitude received from MTN. I have been with MTN since 2006 & this is the treatment I am receiving from MTN, worst service ever. on scale up to 10 I would rate them minus 1 (-1) that's how bad their service is