Sim swap

I was unable to with doing a sim-swap. Went to MTN carnival mall last month to do an eSIM and was told that my number is flagged so they cannot assist me. The following Monday, I went to MTN Westgate mall were the manager told me that he escalated the query, I waited and after a days of following up i decided to go in store but they they could not assist. Last week Monday on the 22nd of July 2024 I went to Jabulani mall to be assisted but was told the same thing and advised to call customer care, I then called customer care on Thursday and was told that my query was escalated with *** and should be resolved within 48hours. Called today and advised that query is resolved and I can visit the store for eSIM assistance, my ref no: ***. Went back to Jabulani mall only to find the same issue not resolved, called customer care and the lady does not know what am talking about and I was not assisted. The worst part, they telling me that if/ when I loose this number I won’t get it again and this is a data sim