Sim swap process is BAD service

Hi MTN I have been trying to do my sim swap for the last week and this has still not been actioned. I had an old sim card and it subsequently got damaged so I had to get a new sim card and start the sim swap process. The initial phase constituted being asked a few verification questions and I was getting some of them wrong so I was advised to obtain an affidavit and certified copy of my ID and take this to the nearest MTN store to get this processed. I arrived at the MTN store in Greenstone Shopping Centre on Saturday and I was informed that because I made 1 call from the new number the Friday evening I would need a new sim card to process the sim swap... and they don't have sim cards (it appeared to me that the sim cards were only withheld for sim swaps since people that were coming to buy new phones miraculously got sim cards).

So I went to another store to get a sim card and went back there. The lady that assisted me in store indicated that the sim swap will be finalized in 24 hours. It is 48 hours later and I am still waiting. I have been trying to call the customer care centre from my work phone all morning only for this to hang up while I am holding. I don't want to call from the new number since I don't want the same feedback that because I used the number then the sim swap won't be processed.

I have had this number for more than 15 years and it is linked to a lot of personal things so I have been struggling all week to obtain service from other service providers because of MTN's inadequate processes. Kindly treat this as a matter of urgency because this service is really leaving a bitter taste in my mouth. Why do we RICA numbers if it is going to take this amount of hassle to get it back... the process seriously needs improvement. The number on my profile is the same number that I desperately need to get back so if you need to get hold of me then please do so via email.