Sim Swap Nightmare for a Pensioner

I am utterly disappointed with the service that my mom who is 67 years of age is receiving from MTN . My mom has been sent from pillar to post for a mere sim swap. She has incurred so much of unnecessary petrol costs and wasted so much of her time I just don't understand why it is so difficult for my Mom to get a sim swap. Her phone was ****** on the 9th Nov at Brits Mall. On the 10th of November, she went to MTN @ Sohanguve Crossing to get the sim swap, She was told to go to Edgar's for this? (her phone is a contract phone that was purchased through Edgars)? I dont understand? When she got to Edgars she was told that they are unable to assist her because they are offline. On the 12th of November she went back to Edgars @ Soshanguve Crossing and was told that inorder for MTN to do the sim swap, Edgars needs to convert her contract to prepaid. Edgars supposedly initiated this and told my Mother to wait a further 48 hours for this conversion to prepaid to take place then she will be able to go back to MTN for them to do the sim swap for her. Today 16 November, my Mother went back to Edgars @ Soshanguve Crossing and was told to wait a further 72 hours, for the conversion of her number from contract to prepaid??!!! My Mother went then went to MTN to complain because there is absolutely no progress happening. She has lost contact with people for almost a week now. Her ****** phone is her main phone. MTN then says to my Mother that she needs to go back to MTN with a certified copy of her ID, and an Affidavit detailing all that has been happening pertaining her ****** phone and her struggles with Edgars not converting her contract to prepaid then they will do a sim swap for her??

I am really dissapointed with the service that my 67year old Mother is receiving from MTN. All she needs is a sim swap??!!! Why is it so difficult for her to get the sim swap?