Service is appalling

I have been trying to do a prepaid sim swap for more than a week with no luck. The attitude and service that I got from the customer care agents and the Westgate MTN shop's consultants is appalling. Below is what has transpired:

1)On the 5th of February, I did a sim swap using self help questionnaire and then received the response the sim swap is being done it takes 2-24hrs, even today sim swap is still not done.

2)The next day I decided to call the customer care to find out why the sim swap is still not processed. The agent **** to me that someone **** to me that someone rejected the sim swap. I decided to call again and then another agent told me that since the recharge information does not exist on the account they cannot proceed with the sim swap.

3) I then decided to the Westgate store only to get the shock of my life. I had an affidavit, proof of residence, ID copy and the original ID book. They refused to assist because my copy of ID wasn't certified. Why must I provide a certified copy if I have the original document?

3) I then decided to try other option of emailling the documents to ********** but still no luck. They asked to resend a certified ID copy which I did and then received a confirmation from Vuyelwa that sim swap has been done it will take 2-24hrs, More than 24 hours later sim swap is still not been processed.

4) I then called the customer care today only to find out that no sim swap has been done, apparently my affidavit is incorrect because I did not mention the new sim card number on the affidavit. How are we supposed to know if their staff is clueless and ***********.

What you're not aware of is that I have MTN contract which I will be closing shortly.