No good at client service

I have had no reason to interact with MTN outside of getting onto the network, initially. Now that I need to, I find that they are completely useless from a service perspective. Staff have no desire to help, they are not knowledgeable, they have attitudes that aren't client centric. You cannot talk to an agent outside of their Facebook page, and it's hit and miss here. I have been trying to get a number transferred to eSIM for a few days now, and I have failed miserably. They still need to follow a RICA process for SIM swap although the original SIM has been validated. It's seems that proof of identity in person is not enough. Their eSIM information on the web site is limited. The information varies from staff member to website, to IVR, to SMS information received after using the IVR. I have now tried the process three times and there has been no progress.