How hard can it be for MTN to provision a Sim Card?

Went to upgrade a business contract - picked out what we wanted which was a Duo deal including 2 phones, a new sim card and provisions (date/ sms etc) for both my existing sim and the new one. Signed at MTN Cape Road on 30 March 2026. At first they told us the verification would take about 30 minutes, and then after that time had passed, that there was "no-one in JHB on duty", so come back on Monday. After going back, we were told everything was sorted. But the new sim card had not been provisioned or RICA-ed or assigned a number or activated or anything. So it is a useless piece of plastic. After several calls, and another in- person visit to the store, still nothing. After several more calls, the consultant not so politely told me to stop calling her - it takes time. She said she will call me when it is done. Needless to say, to date she still has not called me. We have tried calling and emailing everyone we can get hold of at MTN. For someone who sells communication packages - it is amazingly difficult to actually find a number that still works or a person who answers the phone at MTN. We tried Service Champions, Customer Care, Account queries, Complaints, Technical Services - you name it, we called it. Still no joy. As time passed, we sent a complaint to ICASA, and then escalated said complaint. Still no joy. It's now the 14th of May and the new sim card is still not activated nor provisioned. Not one person at MTN who promised to look into it or try sort it out has even bothered to reply, despite numerous reminders and follow ups from our side, with our long list of seemingly useless reference numbers.

Honestly, is this not what you do all day every day? HOW HARD CAN IT BE? Go somewhere else for your upgrade, they cannot possibly give less service than this apathetic bunch. Trust me when I say Customer Care doesn't! PS: The only reason I gave 1 star is because it seems you can't give a zero!