MTN SIM swap

So on the 28th of September 2019 my phone was ******. I immediately tried to contact MTN to block the SIM as it is a contract SIM, but the voice prompts told me that they are too busy. About an hour later, I visited a MTN shop close to me to do a SIM swap. It is now exactly 10 days later, and my Sim is still not active. I was immediately charged R115 for the SIM swap, and they informed me that it would take about 24 hours to activate the new SIM. After about two or three days later, I visited the same shop to ask when will my SIM be active, and the sales lady told me they are having issues with SIM swap, and she then asked me for an alternative number to call me on to inform me of any progress. A few days went by, still no active SIM. So I decided to give them a call and ask if there is any progress as I haven't been contacted yet. I was greeted on the phone by a rude sales representative, also telling me there is still issues with doing SIM swaps. He then asked me for an alternative number to contact me on, AGAIN. And yet, still no phone call received from MTN. My contract was debited as normal, but it seems they don't care if you have an active SIM or not. How can such a large cellular company have so many issues, never give feedback to clients, and are very quick to take the clients money? Still upon writing this review, my SIM is STILL not active. Poor service is all I can say..