MTN poor customer service 😢

I had a very bad experience with MTN Alberton City Mall. I went there to a swim swap, unfortunately I didn't take the name of the gentleman who was assisting me and they also don't have the ticket machine. This gentleman called me to assist me. I had all the documents requested but unfortunately the sim card was already in my phone. He said I should take out the SIM which I indicated that I didn't have the pin to open. He then said I must go to 'my friend ' store and ask him to open for me. My concern is MTN is a phone shop they should have tools to work! My main concern is the manner the gentleman spoke to me! I was shocked and disappointed with type of customer service. I always regarded MTN as one of the best service providers!