Mtn the most customer unfriendly mobile network

My cell phone was ****** at around 14:50 on 08/03/2019 in Johannesburg. I walked into the MTN shop in Fox Street Johannesburg to do a sim swap. I was told the swap would take between 2 and 24 hours to complete. Between the time the phone was ****** and today the phone was ringing if I dialed ny number. After the 24 hours I called MTn to enquire what was happening. Guess what? I was told I had declined the sim swap. How did I decline it when I had didnt have my phone that line to decline? What frustrated me most was to be asked questions what package I was on, how much I had last recharged, which 3 numbers I called most etc. I dont care what package I am on,or who I call most. I am holding MTn responsible for anything that transpired on my line from the time my ********** 341 was ****** till the time I recover that line. If they want to get hold of me they can on ********** 152.