Sim swop

My phone was ****** on the 22nd of September. I phoned immediately to block the phone and sim card. Two hours later I was at the MTN Hillcrest branch to do a sim swop. I was told that this would take 2 - 24 hours. It is now the 2nd of October. My new sim card has still not been activated as for some reason the old one cannot be deactivated. I have been at a branch no less that 4 times in 3 days only to be told all they can do is escalate the problem. I had phoned the customer service line where I was told they can't help me so my question is why have a call centre if you can't help your customers. I have even contacted MTN via Facebook and I'm still waiting on a reply. I have had to buy a pay as you go sim card and is now forced to buy airtime and data AND pay my contract which I can't use because they can't activate the new sim card which I also had to pay for. I have been an MTN customers for close on 20 years and this is how I get treated after not one single missed payment. No one at MTN even gets back to me to let me know what is going on or following up on my query. To say I am beyond furious is an understatement.