Mtn the worst call center service Agents

Can someone please tell me why is Mtn customer service so terrible. Honestly, each time I call I have a bad EXPERIENCE. Before landing up by the rude call center agent I first speak to 2 ladies that puts me through to this guy, flipping arrogant, rude and speaks over me. Before even taking my ID number he asks me a whole lot of questions and tells me I can't do an early upgrade... When I asked him why my address says Gauteng as I've never lived there he rather changes the subject cos his to damn lazy to update my address.... Mtn truly has the worst call center service. I was going to upgrade if not now then Jan 2026 but not in a 100 years, I had this contract for more than 10 years but there customer service just gets worst not to mention while I'm still speaking this guy transfers my call. I got so irritated with him during the call cos he sounds as if his jot interested in assisting, but hell no. I'd rather cancel this contract then continue