MTN Ralph Mupita's ****py Customer Service Department

I'm utterly disgusted by the service I received today (26/02/2021 08:45) from MTN customer service department, specifically their consultant Sibusiso & his supervisor Nkululeko. The situation is as follows: I was initially on MTN PayAsYouGo plan which I've been using for over 6 years now. When I became UNISA student my plan converted to Contract so that MTN can load data (Contract between UNISA & MTN to assist it's student with connectivity for academic purpose) for me to use. This process was done the first time last year around June, and after the data was depleted my sim card was reversed back to PayAsYouGo plan and this didn't require me to go to MTN store to RICA it. This process happened again now in February, where I lost connectivity for over 24hrs and when I called customer service I was told to RICA the sim card at one of MTN stores in order resolve the issue. When I asked Sibusiso why I should do that, and why now as this wasn't the case the first this happened, he clearly didn't know anything and just said it's the procedure. I asked to speak with his supervisor and he transferred me to Nkuleleko who also told me the same thing. What puzzles me is that other UNISA students using other Network Service Providers(NSP) do not go through this. How can one SIM be required to be RICA'd twice? Why does MTN has to first convert one's SIM card from PayAsYouGo plan to contract in order for data to be loaded? Why other NSP aren't doing this? Nkululeko didn't even care that I've been out of connectivity for that long and she said she has done & explained all she could as an instruction from her superiors which she couldn't even connect me to , and eventually hanged up my call. I wonder what would Ralph Mupita say to me regarding this stupid process.