Lousy service

It is a disgrace on how MTN call centre Agent treat old people my Mother Cecelia Sibanda with id nr *** lost her phone in a Taxi on the 27th of October 2020 and bought a new phone and requested a simswap till today on the 29th we called MTN and spoke to Nolwazi Ngwabe/Mgwabe who started the whole process again and gave us ref nr 1#*** and told us to wait 24hrs but its still the sameToday the 31st of October 2020 simswap was declined by user as Per Jabulani Maningeza who also said he's starting the process again and refused to explain the term declined by user and to give us his Team Leader's name and surname and dropped the line.