Sim swap not successfull

I've been with MTN for 10 years, at the moment I feel betrayed and I'm so disappointed. I was ****** on the 29th of November 2019. I went to MTN shop in Maponya to do a swim swap, i was told that they don't have contract sim cards, no problem, I went to Melrose Arch, I was told that I need to call 147, I decided to migrate my sim card from Contract to prepaid. I was told to come back after 24 hours. I went to Maponya mall and I was told that the system for sim swap is not working. The following day I went to Melrose Arch, i waited for almost 45 minutes, because no one wanted to assist me since I'm doing a sim swap, a lady came to assist me, she requested my ID and proof address, which I provided, she told me that we are going to go through some security question, I came prepared so I brought my bank statement as I always buy my airtime using my FNB App. So She asked me the 1st question. 1. How long have you been using this number, 3 to 6 months, 1 year or 5 and above? Since I've been with MTN for more than 5 years I answered, More than 5 years. The second question was, when was the last time you bought Data, since I have my statement with me, I pointed on my statement, the last question was, were you registered for loyalty points? I said because I don't remember, I will say yes for now. The lady told me I failed security questions. I ask the lady if it's possible for us to do the security question again, sje said no problem, she asked me the very same questions, I changed the last question and said no, I was surprised when the lady said I failed again. I asked what must I do now? She told me to go the nearest police station and get an affidavit, she gave me all the information u must include on the affidavit, and she told me I must also try and dial 135, but I still failed. I opted for the affidavit. I went back to the shop with my ID and affidavit. I was told that the guy who deal with sim swap is not in today. The other lady who is a visitor there (Melrose Arch) told me that everyone don't want to do a sim swap. After 30 minutes, the administrator came to assist, she told me that, I don't know if they are going to help you, I'm going to send your documents to the customer care and I will wait for a response. I waited and waited, after 4 days, I called my number and still didn't go through. Which mean my sim swap was not successful. I was so angry, I definitely feel betrayed by my favorite Network which I used for many years. Till today I don't have my number. Why is MTN doing this to me? Is this customer service? I told this to my friends and they are really angry, they are even scared of using MTN because if they loose it, they will go through the same experience. Thank you for the service you gave me, and I will definitely make everyone aware.