Sim Swop

I went to the MTN store in sandton city yesterday afternoon to do a sim swop, and was assisted by Maria, only to find out this morning that the number was never deactivated before doing sim swop so the swop hasn't been successful and the agent from mtn also told me that an sms was sent to my number for sim swop confirmation but the person that has my phone declined it.

I then called the store again today ( 19 Mar 2019) and spoke to Maria who says that she actually did deactivate the sim from her side and has escalated the issue to the technical team. This is a very urgent issue as this person can have access to extremely confidential information. And now when I call the store they do not pick up my calls till i call using a different number and I told them about my plans to report them. That is when I received a call from someone claiming that I'm not the only customer that has the same issue it's a national problem - I can go ahead and report them and that they're not ignoring my calls it must have been engaged. I then told her that my phone tells me when i'm on call waiting, she then came up with another excuse that it's only one person in the store that is allowed to pick up calls and she wasn't available. I know that this is a lie because because when i called earlier 2 different people have picked up.

Is this how a distressed customer is treated at MTN for a fatal mistake that was actually caused by them? my issue is still not resolved. Ref nr ********** 66206 number for sim swop - **********