MTN Somerset Mall dropping the ball BIG TIME

Hi there, I would like to share my recent experience at MTN Somerset Mall with all of you... I recently had to perform a SIM swap get my old number ***) because my daughter's phone was ******. I bought a new SIM to do the SIM Swap and wasn't bothered because I have done this in the past. I dialed *135# and when I followed the commands for a SIM Swap, I received a text stating that " The SIM Swap cannot be performed as the new SIM card has not been activated and I should dial *136#... which was weird considering that I have done that first and I even received the "Welcome" message with my new number. Anyway, I did it again and dialed *135# again to do the SIM Swap and got the exact same response. A few minutes passed and I dialed *135# again and then received the following response: You have exceeded the maximum amount of attempts to perform a SIM Swap and directed me to visit a MTN store! What attempts? This was frustrating considering that Ive exceeded my attempts simply by trying to attempt a SIM Swap. (DAY 1) Getting to the store , I was told which documents I required to get the ball rolling: ID and affidavit which states that the SIM is lost. (DAY 2) The next day I went back to MTN Somerset Mall and was asked two security questions: What was the last amount recharged and what subscriptions or callertunes was signed up in the last 3 months... Bear in mind, my 13 year old has been using the phone for about 6 months so naturally I failed the security questions and I was told by the Customer Service representative that the SIM Swap request will now be forwarded to his supervisor and this will take anything from 2 - 24 hours. Two days passed and I went back (DAY 3) only to be told that I would need to start the process again with the new rep. She seemed very helpful and told me with huge confidence that it will be done within the next few hours... A full day passed and yet again, nothing! (DAY 4) The third time wasn't a charm as I was served by a new person altogether and the other reps was on break that assisted me on previous occasions. I asked the rep if it was possible to speak directly to a supervisor due to the fact that this cycle of nothing is starting to **** me off. He stated that she was also on a break!!! WOW!!! I guess that is part of the Made4U campaign... The third representative made all the same promises as the previous two and at least this time, I didn't get my hopes up as I knew that it wouldn't get done.... My question to MTN is: Do you guys think I will do all this effort just to get a number back??? There are really important things linked to that particular number: I used that number for my other daughter's bursary application which is still in progress and in order to continue the application, the system sends an OTP to the original number so I am doomed if don't get this number back and the DEADLINE is 15 August 2023. I can't use another number because it states: "Existing Application Currently in Progress"... Also, my brother app**** for his SRD Grant (R350 Payout) using that number so he can't collect his grant from the retail stores as well. I have never thought that it would be such an uphill battle just to get my number back and to top everything off, I have Cyber SIM insurance which should ensure a hassle-free SIM Swap but I think its more difficult once you covered so I'm canceling that for sure... and wouldn't recommend that service to anyone as it is a complete waste. MTN... I am really disappointed and the only reason I haven't lost my marbles is because I work at a primary school and teach children to deal with matters in a respectful manner so I need to be a role model and set an example to others but the question is: how can a person remain calm when MTN clearly has no intention of honoring my request??? Please let me know... its only my daughter's future st stake here...