Extremely poor customer service from MTN

I am extremely disappointed with how MTN resolves customer queries. It seems like there is a disconnect between call center service agents capability and in-store agents capability in executing their tasks or resolving customer queries. I lost my cellphone, reported the the phone IMEI number to MTN and they subsequently blacklisted the device. After acquiring another phone I now needed to conduct a sim swap, I purchased a new sim on 24 July 2022 from MTN Eastgate mall but they could not perform a sim swap because my number was locked. I followed up with call center customer service agents who would insist that there is nothing wrong with my number and that I must go to an MTN store they should be able to perform the sim swap. It seems my number was on the old MTN system so some agents have access others don't. My biggest frustration is failure by in-store agents to at least indentify what the actual problem is, instead after numeroud encounters at MTN Hemmingways EL the agent became frustrated with me and referred to complain on Twitter. MTN your service is really POOR, I never understood why most people complained about your customer service until the day I needed help. Invest in training customer etiquette to your in-store service agents. As I type my sim is still not activated, 12 days and I am still waiting for a sim swap. Some of your stores are always off line.