Poor treatment from mtn

I lost my phone and I wanted to do a simswap then I went to the following stores evaton. Carlton centre. Gandhi square. Lenesia. Only evaton they told me that they are offline ,the rest I was told they only deals with contract people ,so they can't help those who are on prepaid.then I went to South gate and I was charged R50.00 just imagine how much I spent traveling more than 300kms to get helped ,and that self service sometimes doesn't help special those unnecessary questions I would advise them to ask EG ID ,how long have you been using that number your address that's it