Frustrated client

This is the most frustrating process I’d ever had to experience on behalf of my mother. We’ve been trying to do a sim swam since Sunday. 1. when dialling their customer care number there is no option to speak to a consultant. 2. Got an sms instructing that the sim swap is in progress, it’s 3 days later and it’s still not processed. 3. Dialled using my phone which is a different service provider only to be told call back after 5mins there are issues 😡. How hard can it really be to just do a sim swap ???? I honestly feel for older people like my mom using MTN with no one to assist them and having to go though this on their own just so they can keep their old number 🥺. So unfair and unnecessary