On going lack of service

I have had a problem with doing my sim swap for close to a week now and i have been calling in to find out the update yesterday i was helped be a lady that told me she had been with the company since 2012 but when i asked for her to put me thru to costomer suvey she said she didn't know it she only knew for contract customers. I then asked to speak to her superviser of which she came back saying her superviser asked to take down my details and he would call me back, i told that was unacceptable iether she puts me thru to the survey or he must come to the phone she then put me on hold until she dropped the phone on me. i found this to be very rude and i'm am thinking of taking legal action on MTN for the continues bad service and clearly refusing to reconnect me on my number. i want all the call records pulled as not even one Agent was truthfull in the information and time period my sim swap would take i want my lawyers to have all this info for my case against MTN.