Roaming not connected URGENT INTERVENTION REQUIRED

I visited MTN 3 weeks before departing with my family to Hong Kong. My youngest will stay behind thereafter to represent a SA Schools team. I specifically requested that roaming be activated on my wife and both sons phones and was advised this was done by AD Essop at Mtn Umhlanga. However on arrival in Hong Kong, the phones were not connected. I contacted AD Essop and was informed that the phones could not be connected after leaving the country. I then contacted Mr Govender at MTN Umhlanga,who was said to be the supervisor, and he says that apparently it was not done correctly by MTN as requested, leaving my family unable to keep in touch. In addition my youngest remains behind there for another week and will be unable to keep in touch with the rest of the SA team. This is dangerous and most concerning and all as a result of appalling poor service by MTN. This is the third time that MTN have failed to activate the roaming as requested prior to departure and this has negatively impacted our travel. I now await for someone competent at Mtn to URGENTLY correct this.