Nobody knows what the others are doing

I upgraded and my current phone's sim does not fit into my new phone, I had to do a sim swap it was said to me, sms Swap + card number and it will be swopped, I received a sms back informing me that my sms action was done wrong, this morning I phoned the call centre, she took down the details, said she is going to send it to the activation department yet at 11:00 nothing had happened, so I phone 4 more times and Thabang is the rudest man as he made as if he did not hear me and put the phone down in my ear, so after all the sms's (costing a lot of money) and time they eventually said that I had to go to a MTN store for a sim swop. Really??? this was not said to me in the first place, I am being pushed from one side to the other and the attitude and service I receive from MTN is the worst ever!