Self Rica on MTN app does not work.

I see lots of people who buy MTN locked phones online that come with a MTN sim can't self rica them on the MTN app. I just bought a MTN phone online, tried to rica the sim about 20 times and the self rica gets to a certain point and says, sorry can't carry on. I wrote an email to customer care from the app saying the self rica on the app is not working, I asked if it has ever worked because if not, MTN should remove the facility from the MTN app. Someone by the name of Abdullah writes back to me and says to use the sim I need to rica it. He clearly didn't read my email or can't and MTN have somebody like that in customer care......very sad situation in that place.