Pathetic service

My husband has been trying to do a sim upgrade on his existing contract since middle May 2022 (if not earlier). He has been a customer of MTN for over 20 years, yet, they are demanding a copy of his ID (totally acceptable, with ***** being what it is), bank statements and payslips. WHAT??!!! Oh, and some form called SAFPS Clearance letter. You can't access that site as it comes up with a warning that it is unsafe. Send mails to MTN - automated replies. WOW! Hello robots, where are the people? Someone ends up calling my husband or me, promising to e-mail this letter so that he can complete it. NO LETTER!! I don't even bother taking names anymore - the one person is as useless as the next anyway. I can't believe the amount of hassle we've had to put up with for a contract that is going to increase by approximately R30 a month! It's pathetic. It's ridiculous. It's MTN - useless!!!!! Do you want to do this upgrade or not? Why the hell do you treat existing contract customers like first time applicants???