Sim swap complaint

I am currently not happy with MTN. My grandmother is a MTN user and I bought her a phone which required to do a sim swap. Mom went to MTN store with gran to do a sim swap which she paid R53 for. They were told to keep the new phone off which was done....the sim swap was done at 11:20 on 24 dec 2019. We then called MTN call center around 17:00 and was told sim swap is pending and must keep new phone with new sim on. We called MTN 25 dec 2019 at 12:00 I spoke to an agent by the name of Gloria who did not help at all and I requested to speak to mananger by the name of Cindy Fynn who as well was not any help. She told me we need to call again with the new sim card and speak to agent. How is a mananger not able to call back a customer for a sim swap, I am trying to understand that part. So my grandmother has to call in again and explain the whole story again and ask to speak to a mananger again and yet again the mananger will tell her that they will put her to an agent. The service at MTN is not acceptable and my gran needs her R53 back or a sim swap needs to be done because even if we tried to do the self service again it declines...so someone please explain or do the freakin sim swap

The number for a sim swap is ***