Shocking service

Went in to MTN Store at Fourways mall to switch from a physical sim to an e-sim and had the most terrible experience. I was there for over 2hours and the consultant Leon told me to contact the call centre who said that this could only be done in store. I tried to explain this to him and get him to speak to the call centre agent (who was on line) to which he said that he does not speak to call centre agents. I really don't understand why people get jobs in retail if they don't want to assist and will give clients attitude.