Impossible to get roaming

After 4 calls to the call Centre the phone was just (Sunday 3 Dec @ 13:34) put down in my ear by Magriet. My wife is on business travels outside the country and we are trying to activate international roaming. Her phone however does not even pick up that she has left the country/entered a new country despite having bought roaming data. It is a circus. First they say roaming is on then off then on then off and now nobody knows. Then I hear her sms roaming is off, on, off even when I got some of her sms'es from her. When asking how the system works I was informed that there must be a review logged to allow roaming. Something that was not required when she travelled to Switzerland or other countries. When I asked for her supervisor, to help me understand how these things happen on the MTN system, Magriet became aggressive and put the phone down in my ear.