Inconvenient Service Provider

The Queenstown Staff are unwilling to assist with something as simple as a sim swap!! I am in Cape town and have an active contract for my father in Queenstown EC and MTN service is appalling! Why is it so difficult to verify me telephonically and email me the request form I must sign? This is inconvenient service from a Provider!!So we must not use MTN if we want contracts for our parents because your branches are unhepful and pathetic. Yet you will not fail to debit my account for cell number that you cannot activate?no man this is unacceptable. Now in cape Town Branch I am told to email signed form and id to Queenstown yet for Queenstown branch they cannot accept this?

So what must I do in Cape town then, must I go to Queenstown for this or post the sim card? This is not reasonable please provide reasonable assistance to clients.