Pathetic service

I had the worst experience with MTN call centre agents and MTN Durban West Street store in the past 6 days , I was ****** and my phone was taken , blocked my phone successfully but when trying to do a Sim swap it's declined even at the store self service and call centre as well I have exhausted all options the service I'm getting is absolutely pathetic I've been with MTN for years and they are failing to do a Sim swap for me even after passing all security check questions and submitting all required docs and they tell me to wait for 24 hrs all the time it still declines and no one is telling me why , I have lost so much already because MTN is failing to assist me can someone call me do a Sim swap for me on ***