New MTN customer told apparently unable to active eSim on Apple Watch

I opened a contract with MTN last week, and tried to activate an eSim with them for my Apple watch at the same time. The lady at the store was very helpful, but her trying to activate it ended in my phone being completely blocked for more than 24 hours, which was a huge thing in itself to resolve.

Once it was resolved, i was told to contact MTN on *** to active my eSim. I have contacted them more than 6 times over the past week to try and do this, and every time I am put through to a different department, who either puts me through to someone else, or tells me they are unable to assist me.

Some of these calls have been over 40 minutes on hold, with staff telling me they don't have a system to activate an eSim, or to go in store, and then in store they say only the call centre can assist me.

I have been told to follow the steps on the website, but I have searched the website, and there are no steps to follow, and the people at the call centre cant tell me where it is on the website either.

I picked MTN to open this contract with because they said they could give me an eSim service, but im starting to think they cant, and I will need to change to a different network provider.

I am so disappointed that this is the service I am receiving as a new MTN contract customer, and really expected more.