MTN can’t help with eSim

MTN has not been able to help me with an esim activation for my Apple Watch. I wrote this now because I have been to different MTN stores around the country and no one knows what to do or how to help. I went to Oceans Mall (Durban) and Board Walk (PE) stores. I have contacted the call centre and they say the esim is not activated, but how when I had it before on my old watch. No one knows how to help me. I am the customer here and it’s like no one really cares. I’m quite tech savvy, I even tried to do it myself and reset my watch etc and rejoin via forgot password etc, it would send an OTP and the second I press next, it says privacy policy not accepted. How am I suppose to accept something that has no box or selection option. Come on

I am currently now waiting for The Glen store to call me back, if they do and are able to help I will gladly remove this. I have been a loyal customer with MTN since 2009 but this is very disappointing