SIM swap pending status

Hi

My phone was ****** on 02 August 2022 and I went to open a case in Queenstown police station. The police assisted me in tracing and recovering the phone. When I received it there was no SIM card so I bought a new one. I did SIM swap on the 17 August 2022 and I received an SMS saying " Your sim swap is in progress, please allow up to 2-24 hours for the SIM swap to be processed". I waited but the status of my SIM swap was pending till 22 August 2022. I called 135 but there is no option to speak to a service champion and they clearly tell you that agents will no longer be assisting with SIM swap. I went to twitter and asked @MTNza why is my status pending for so long. @MTNza requested me to send 1. Old number 2. New number 3. Name, Surname and ID number 4. Reason why I was doing a SIM swap 5. Method of last recharge 6. Amount of last recharge 7. How long have I been using MTN service 8. Am I registered for loyalty rewards 9. What subscriptions have I bought in the last 3 months 10. When last did I do SIM swap

I responded to their request and their response was that I have failed the security questions and now I need to go and do an affidavit and take that with my ID to the nearest branch. I responded to this asking how did I fail the security questions because I answered all of them correctly and my SIM swap was in progress. All I was doing was following up on my status. Turns out that they resubmitted the SIM swap and got the questions wrong. Now they want me to incur costs of traveling to town to do affidavit, make and go to their branch which is not in Queenstown CBD but in a mall outside town. And waist my time at that

They simply said it is the only way I will get help and they are sorry for the inconvenience. I did not ask them to redo SIM swap for me, All I was checking was the reason why the status of my SIM swap was pending but now they want me to run up and down for something they FAILED to do. They should not have done a new sim swap BUT they should have processed the one I did and answered security questions for, correctly.

They could not tell me the reason why my SIM swap status was pending for so long. They just went and did the total opposite and then dumped the responsibility on me. I hate this

I have used MTN since 2003 when my parents bought me my first Motorola T190 when I was going to university. I have never changed network since then. I have changed numbers once though and this number I have used for more than 10 years. For them to treat me the way they are treating me now.

It is true what they say "Nothing lasts forever" but I never thought that even relationships with my favourite network will come to an end. I am so disappointed and angry at them