********** and ******* work for MTN

MTN is my service provider. This, in my opinion, means they have the power to perform certain actions on my account with my permission. I am crazy busy with work and received a call from someone this morning stating he is from MTN ***** department and that someone is attempting to do a Sim Swop on my account. I confirmed that I am not trying to do it and confirmed that I did not authorize someone else to do it. I then received an OTP pin from the same number/line where I normally receive my MTN notifications from. He asked me to confirm the pin and stupidly in my very busy state, I confirmed the OTP. I take responsibility for doing the wrong thing, but at that moment when I put the phone down, I thought that it seemed suspicious and immediately phoned MTN. They then told me there is nothing they can do to assist me. How is it that the company that holds the ability to make changes on my account and perform certain actions on my account cannot help me? First of all, if I want to do a Sim Swop I need my ID book, Proof of Residence, I have to give a signature etc. This is also done by some who work for MTN because I cannot just do it by myself. You need access to the system. So this means that the people working at MTN are the ones we have to watch out for. They are the ones performing ********** activities on our accounts. The OTP I received came from MTN, so why can they not see on their system where some were busy working on my account? Surely if you access the account it should show which branch or person worked on my account? But I was told that they cannot help me and that communication was sent out numerous times warning people about this. irrespective of any communication going out, the moment I realized that something could be going on on my account, MTN still holds my account and power of that account so they must be ones who can assist in these matters. I am furious because at the end of the day I paying for a service but when calling on the service provider for assistance I am told that communication was sent out and it is now my own problem. Really? Give me access to your system and I will resolve my own problem then. I have been with MTN for about 17 years now and this is how they treat their honest and loyal customers? They should start looking inside the organization because clearly the *******, cheats, and ********** all sit inside this company. I will not leave it like this. MTN come and prove that you a) sent communication to be, b) that it actually came into my inbox and c) where on my contract does it state that any ********** activity on my account is my responsibility.