Helpfulness for a Sim Swap

I've recently purchased a new iPhone 13 Pro Max, unlike Samsung that has a dual sim option, you can add a eSim and then a regular sim.

Seeming as I have two sims, namely Vodacom and MTN, I went forth with my purchase as I am aware that MTN Provide and eSim function, but trying to get an eSim from MTN is most definitely an impossible task.

After visiting 2 MTN stores, the one in iLanga Mall and the other one in Riverside Mall, making 4 calls to customer care as well as trying to contact the technical department, I am still no closer than I started.

Ilanga Mall store, were unable to assist me as they said I should contact customer care on 135. After contacting customer care the first time, I was told I will be put through to the technical department, the line was cut off. The second attempt to customer care, I spoke with a gentleman that said it has to be done instore. After I explained to him that I just came from the store and they said I must contact you - the customer care service agent - he then rep**** a few moments later stating that he had made contact with the technical department, he will patch me through so that they can assist me with the eSim activation. Once again the line was cut off. On my third attempt calling customer care, I asked for the technical division's number, the number I received was the following ***, But then when I tried to make contact with the above mentioned number, it stipulated that the number does not exist.

Imagine the frustration when trying to activate a service with absolutely dreadful help.

I then decided to try another store in Riverside Mall, after a very blunt and "important" lady decided to help, she said that the function of an eSim is not available on a Pre-Payed line but only on a contract - this is not stipulated at any point on the MTN website - I then agreed to get a Sim-Only contract for the purpose of receiving the eSim service. After 30 mins of waiting, she said she cant activate the contract on my number *** , because they cannot find the number on the MTN system ALTHOUGH IT IS A MTN NUMBER!!

I don't if this is absolute laziness or just plain incompetence.

I am enraged with the "excellent" service I received today.