Failed SMS Roaming

I wanted to activate SMS roaming on both my SA MTN contract numbers, before leaving the country as I work overseas, on 10 January 2021. I could do this since 2017, without any issues. I couldn`t do it as I used to in the past and visited the MTN branch in Brooklyn mall. After about an hour, the assistant could still not get it done and said I must phone 083135, which I did, still without any success. She gave a Ref No SR#***. I then wrote a e-mail to *** (10 Jan 21) and received response on 15 Jan 21 and supp**** all requested information requested (Ref No ***). Apparently my query was escalated to the roaming to the roaming team on 01 March 21 and up to this date 21 March 21), the roaming on my one number is still not activated! How on earth is this possible?