Father's Phone ******

My parent's phones were ****** today. We went into the mtn shop Middelburg mall and did a sim swop. They inserted it into a new phone and needed to get back on the road with the sim still inactive. I called the mtn call centre to confirm if the sim will be activated and when? As my parents don't have any way to call atm. She kept telling me, they should call, I kept telling her they will not be able to call because their sim is not active, If they could call, my call would've been superfluous. I asked to speak with a supervisor, few minutea on hold, same lady, same answer. Thing is sometimes people need help, and mtn just looking the other way. Is it that hard to assist someone?