poor and appalling service

Good day I had the worst experience ever with MTN South Gate Mall, the one near the post office, went there to get a sim swap done after losing my phone, and I figured since I'm in the branch it would be a simple process. anyway failed a security question even though I have been a customer for over 20 years, Went got an affidavit done, and went back, They told me that it needed a certified copy, went back to get a certified copy only to be told that they are offline, went back again only to be told that they don't have a person who does swim swaps, after that they tell me a prepaid sim card is R45 on top of the R60, went to the other MTN near Vodacom and the service there was exceptional didn't charge me for the sim card and the process was flawless, MTn please go educate you branch consultants on customer service. and update on your authentication process for branches as I came in with my ID why the long process? I go to the bank where there is money and I present my ID I get a replacement card with no hassle, but for a sim card.