mtn call centre service is appalling!

Strike or no strike. The service that I have received from mtn's customer care-line is appalling. I upgraded my contract over a week ago. Firstly they failed to do a sim swap correctly. Once sim swap was done, a day later my account balances were down to zero. Logged a call on Saturday, was given a ref number and told to call back on Tues. I did call today. I waited 22 minutes to get through to an agent, upon which she cut the call after 12 minutes. Called 808 again waited 19 minutes to speak to someone who when I asked if a floor manager was present and explained the situation cut the call on me as well. What is the point of upgrading to a new phone that you cannot use properly? Yet come the end of the month I will get billed the full amount, without having reaped the benefits I have paid for. I am disgusted with the way my case has been handled. And extremely disappointed in mtns poor service to their long-standing clients. Quite a shame really. That I had to use another phone to post a report on hellopeter since I can't use my newly acquired phone due to my service providers incompetence.