MTN doesn't take customers seriously

It is not the first time I'm having bad experiences with MTN, and this is the reason I no longer buy anything from them. This time, I am trying to do a mere sim swap which is supposed to be a minute thing but its been 2 weeks now and the call centre agents are sending me to the branch, and the branch is sending to the call centre. Branch charged me R65 for sim swap, I was prepared to pay it since I have been using the number since 2006, but they still couldn't. now the branches are telling me to forget the number and get a new one. ITS JUST A SIM SWAP!