Sim swop not active after mugging 72 hours later!

After a very traumatic mugging of my Iphone, I went to MTN Mall of Africa, they blacklisted the phone and blocked the SIM. I then did a swim swop and was told it would be active later that night - 15 Feb - The following day still not active, I go to MTN Woodmead. They log queries at customer care. Till today - 17 Feb - Not active. I cannot access any of my apps as I need my number for the OTP'S. This entire situation was made more traumatic and shocking due to MTN not being able to activate my sim. The gentlemen from Woodmead actually tried for over an hour to assist but the engineers are unreachable? What kind of service is this towards a client that has been with MTN for over 10 years? I am shocked, disgusted and now even more traumatized.