MTN cannot solve e-sim glitch

I have an e-sim issue in my iWatch. I went to 2 stores at Mall of the North and they could not assist me. I even called 135 and was redirected back to store. I then resorted to their complaints channels via email. This is so slow as well. I got a reply which started with “sorry for delayed response”. I then received called weeks later with someone asking me if I have been helped, which I hadn’t. They asked for EID number and I gave it to them, days later I get a mails asking for IMEI number. I feel they are doing trial-and-error and at the same time I am being debited every month for this service which has not work for years.