MTN is becoming a joke

I wentbto an MTN Branch Carlton Centre to do a sim swap on Monday and it was never done, I then returned again today and it's still not done. I called the call centre and spoke to Tshililo who don't know how to service a customer and told me that on their system I have exceeded the sim swap even thou she can see that I went to an MTN, which is ridiculous as I never did it over the phone. What is worse there is no supervisor available and I must call back tomorrow morning. I have had my number for over 15 years and this is a service I get!! Telkom is quick to do a sim swap with no hustles but MTN is a struggle