Shocking MTN Customer Service

I needed to do a sim swap on a number that is used by my wife. I visited MTN Bedford Centre and was informed that in order to do this, I needed 5 numbers that had been dialed, ID and Proof of payment. No problem to provide this but the 5 numbers would have been numbers that had been used a long time ago since my wife does not use her phone to make calls. I left the shop to get the information I needed and returned the next day and was attended to by the most unhelpful, condescending individual. When given the numbers he said they were not registering and if I did not have numbers that were used in the last 30 days, then the sim swap would not be done. In this event, I would need to go to the police station and have an affadavit drawn up which states that I am the owner of the number. I should also give the police the numbers that were used and a whole load of mumbo jumbo. And all this with an attitude that was so so wrong. I then saw the person that I saw the previous day and asked her about all this and this was an absolute shocking change in attitude because she was professional, and knew how to deal with a customer. She informed me on the process of the affadavit and how to get to the next step. While we were having this discussion, somebody that I assumed to be the manager, who had been standing and having a discussion with another person(not sure if it was a customer, or friend) made a comment in Zulu about this difficult customer, referring to me. Is this the level of Customer Service that MTN proposes?