MTN Eastgate not customer friendly

On Sunday the 31st of March , i went to MTN Eastgate , shop opposite Telkom to do sim swarp. The consultant told me that he couldnt help me because non of them where receiving OTTP. How does the whole shop opperate with something that is a need to us as customers . I was told i should come back the next day . Then i thought there is another MTN downstairs let me go there. I went there found Samson Kekana at shop L33 who helped me without any fail. Please look into that MTN shop because im failing to understand why the whole consultants were not getting OTTP and not giving proper advise .