Poor service on doing my cell phone contract upgrade

This complaint is either to MTN or the company they use to do their contract upgrades for clients (not sure of the name now).

On 19/08/2020, I received my new cell phone as per my upgrade, my first issue is I have two phones, but only one was delivered. When I got my phone, I did not immediately swap to my new one, so continued with my old phone. That evening, I was not at home and next thing it says my sim card is inactive, luckily where I was I could connect to the wifi and order my uber back home. The next day I went to the MTN store by Coastlands in Umhlanga and found out that the sim swap was done when the new phone was delivered. Scary to know the relevant company would do that without the client confirming.

I called MTN call centre on 26/08/2020 as the second phone was scheduled to be delivered that day. I told the agent I spoke to, what happened the previous week and to make sure not to do the sim swap when phone is delivered as that phone is for my mum and it was only getting to her two days later, they assured me the sim swap will not happen at delivery. When I got the phone, my mum messages about an hour later saying her old phone says "the sim is invalid", thank god she was in a wifi zone so could use whatsapp to communicate. This is terrible service, really pathetic, how can they get it wrong, even after me calling to say not to do the sim swap and was confirmed that it won't happen. What upsets me is I have been a long time client, and if I was in an area with no wifi coverage, I would have had no way of communicating with anyone. Also, whenever I do my upgrade, I tell MTN not to set a limit, but this seems impossible for some reason, the person I spoke to when I did my upgrade said they will set a R100.00 limit, when the new phone came, now it says my limit is zero, can't understand how difficult this process is. You'll need to up your game...really.