MTN call center service is appalling, please train your agents!!!!

What a horrible experience I've had with MTN. MTN needs to invest in training their call center agents. There's been a series of issues just because I needed to blacklist a ****** phone and get a Sim swop done. I've spoken to a number of agents but the last agent, the sms said it was Mesuli Jonga, but it was the lady is the one causing me to make this review, she was so rude, couldn't explain to me why she couldn't block my Sim card as the store instructed me to call in and do, she kept on saying I must go back to the store. Not being helpful at all, eventually she said I was insulting her and when I didn't utter any insults and she hung up on me. So if a customer is questioning your processes, instead of explaining the process and going an extra mile to assist the customer in the best way possible, you cry insults and hang up on a customer. That was the worst of them all. Mind you there was a reason why I was frustrated because I had be sent from pillar to post without getting the help I needed and still I was not rude but expressed how I feel about the network and she takes it personal and becomes rude. If I was shouting, irate and rude I would have understood but I wasn't any of the above so her behavior was unsolicited. MTN please invest on training your staff on the products, processes and procedures, and to have a human touch in their interactions with customers.