Shocking service from MTN

For the last two weeks on and off I haven't been able to make or receive calls. After a lot of to and fro I was told that I need to do a sim swap as my sim card is faulty. This was done on the 15th of October or so I thought and yesterday (20/10/20) I was told by a MTN service champion as they call themselves that this was not done and reassured me it will be done ASAP. It is now Thursday 21/10/20 and guess what it still has not been done. I use my phone for work and nobody can get hold of me because my sim card isn't working. I phoned again now and was told I must phone another number to find out what is happening. I am seriously considering moving away from MTN and going to another service provider because their service is shocking to say the least!!!