Poor service- SIM SWAP process

It's been a frustrating process to get any form of assistance with sim swap even though I have followed ALL the required steps. Iam constantly getting an ERROR message, this is my 2nd sim card I have bought just to be assisted promptly, all iam asking for iam using the old big sim card and now that I have a new device that requires a smaller sim card hence iam doing this, I have been a loyal customer of MTN for more than 10years and it is very frustrating that they dont care about the people who are keeping them in the business. I would like some to assist urgently.