MTN SIM SWOP *****

I have a prepaid sim card. My phone stopped working on 30/01/2023, i called the call centre on the 01/02/2023, i was informed that someone tried to do a sim swop but it was unsuccessful because the verification process failed and my number blocked. I was told to purchase another sim card and the sim swop will be reversed. When i called back to do the sim swop reversal, i was told that a second system was checked and the verification was successful on the 30/01/2023. During this time i was ****med for R10000, these people cloned my number with the help of MTN and purchased on my credit card. I would like to know how did this verification fail on 1 system and went thorugh on another. Doesnt your systems flag each other for failed verifications. I am disgusted that it was so easy for ******** with MTN. I tried to call the ***** department to no avail as i need confirmation that a sim swop was done on the 30/01/2003 and reversed on the 5/2/2023 but i cannot get any help from the call centre and ***** department is non existance.