Extremely poor service by MTN

I am extremely disappointed with the services of MTN in assisting me with performing a sim swap having been their client for over 15 years! I have gone to the branch three times in Pietermaritzburg, KwaZulu Natal. The first one (Chief Albert Street Branch), they were offline twice... In any case I have gone there in the past and they informed me that they do not assist with sim swaps, I must do it myself by calling customer care. The second time I went to the branch at Woodburn Mall where I was attended by two Indian gentlemen. First, it was Easy Govender who informed that they could not assist me and gave me various unreasonable excuses why they could not assist including a lecture on the difference between a franchise and whaterver! I insisted that they call the branch manager who also affirmed this. I then called customer care, attended to by Amahle Ngubane, awho said I had tried more than four times and they could not assist me telephonically but I must go to the branch again. I tried explaining that the branch had chased me away and she insisted that I go back to the branch and call customer care whilst at the branch. I have wasted so much money going back and forth trying to sort this out.... I do not understand why there is such extreme disjuncture amongst MTN personnel. This is extreme incompetence!