Poor customer service

My mother had been ****** yesterday morning on her way from work at about 06:10 am from a night shift . Coming from a night shift she had to get this sorted by going to the police station and MTN store to have this sorted . She had to pay R150 to do a sim swap and this was no around 11am and was told the SIM card would work right away . We are now almost 24hours into this and the SIM card still does not work , called MTN customer service and my mom was on the line for 1 hour and 5 minutes and within this time she spent 45 minutes holding to speak to a manager/supervisor who eventually came on the line and said she can’t activate the sim my mom needs to go back to the MTN store ! No alternatives given , no effort shown to assist with matter at hand . Called the MTN branch in Cavendish Square about 7 times and the phone rings to no answer while the employees are supposed to be in store assisting personally and telephonically . *** , the number my mother urgently needs activated and working from MTN