Just no service and a lot of lies

So my phone got ****** on Sunday the 29th, Monday morning the 30th at 9am, we went to MTN to have the sim blocked that is in the ****** phone and to do a sim swop, as my work is depends 100% on my phone number. Access to banking app, work emails, client numbers etc.

So I get it's my fault the phone got ******, but MTN has a client service that states a new sim(sim swop will be activated between 2 and 24hours).

It is now 54hours later, 3 working days lost, cost me 2 trips to the mtn store, almost hours on hold with 'service consultants' and nothing, not even a reason or a call back as have been promised.

Now on Final written warning for not completing my deadlines, and not keeping clients happy.(I do get phone allowance for using my phone).

The contract is on my wife's name and we have been nice, we have been angry, friendly and rude and nothing helps. But still we pay our contracts every month without issues for the last 10 years. Yes this is the service you get for being a client for 10 or very close to 10 years. I regret we have a contracts to complete otherwise we would have moved to another provider in a heart beat.