Sim Swap and Custom Service

I hereby write this review in respect to the service my brother received from your MTN store in Auckland JHB. He did not get the ladies name and the lady did not even give him the chance to explain and when I requested to speak to her over the phone she refused. I am a premium payer of the contract and my brother is the user of the phone on the 24.09.2021 he was ****** and his phone taken and I wrote a letter for him included a copy of my ID and contact details on the letter so that he can be assisted to do a sim swap since he is in JHB and I am in the Eastern Cape. I am not happy with the service and treatment he got as this was not the first incident. He is now looking for another MTN store and reason for me to write this letter and giving him a copy of my ID was because I was advised by one of your employees in the MTN branch in the EC as this will save me time and money. If you cannot come up with better ways since the letter was not good enough for your Auckland Park MTN branch of how you can assist your customers with doing sim swap when one cannot come to the store than I am afraid you will be losing customers.