mtn unable to activate my Apple watch eSim

Hi, I bought a new Apple watch Ultra 2. I removed my previous Apple watch from my phone and also removed my previous Apple watch's eSim. During/after pairing and installing my new watch, I found it is impossible to activate my ne watch's eSim. I starts with the process and then just stops at a blank white page after putting eSim code. I phoned and visited 2 shops. Shop 1 just said sorry mtn does not do eSims anymore. Shop 2 tried everything but it all ended at the blank white screen. Even tried the sim swap route. I complained on social media and just got a reference number. How is this possible? Will mtn reimburse me with R20k for my watch as it has no use for me? How difficult can it be to solve this issue?