MTN from hell

I would like to report a horrific experience with MTN with whom I have been with for over 20 years. On 5 June 2023, I was a victim of a smash and grab and my phone was ******. I bought a SIM card and called MTN for a sim swap which they purported done. In the morning my sim was still not swapped. I called MTN again and they said the person in possession of my phone rejected the sim swap. At this time over and above my traumatic experience, the person in possession of my SIM card was busy soliciting money from my contacts on WhatsApp and I informed MTN about this. They tried the sim swap again and still failed. This went on for the whole day on the 6 th. I managed to obtain the IMEI number and they blocked the phone but the person was still using my SIM card. I had to change everything bank related. To this day MTN has not managed to do a sim swap on my number. People have fallen victims because of this. I feel the network failed me after being loyal for so long and tarnished my name.