Incompetence and poor service

I recently had my spare call phone ****** and reported the SIM lost to ensure that I would not ensure any unwanted costs. I finally got the time to go into a Mtn store to get a new SIM card. I decided to use the Mtn store in Ballito lifestyle centre today. Big mistake though I had a lady help me, half way through the experience she walked away to answer a personal call, did not even excuse herself or explain what was happening . When she finally returned i was expecting I sorry about that is something along those lines. I guess customer service is not high on her priority list. Once I had filled in all the relevant forms and signed, then only then, I was advised as an after though oh it's R120 odd to do this. I feel that this should have been something that should have been explained to me prior to signing. I am in shock as to why it costs me that much to get new SIM card after my original one was ****** where I can walk into checkers or pick and pay and get a pay as you go SIM for 10c ......... R190.90 more and for what. As I write this complain I have been put on hold by the equally *********** call center for close to 30min now just so I could have this explained to me by talking to someone. I have 4 accounts with Mtn and most of them are up for renewal in the coming months. I have a strong feeling after this shocking and poor service I will soon no longer be a Mtn contract holder. So much for welcome to the bright side, more like the bright side happens when you find a better service provider .............