slow to assist, slow to act on a serious matter

my phone was hacked through MTN call center, I am asking for help for investigation since last year. Mtn call center agent they are doing *****. there is no security at MTN at ALLLLL. because our number s are linked our bank, businesses. I logged a call with them first agent didn't know what she was doing. got this ref: Reference number: 12c93152-72c8-45e1-83fe-2d15bcecaad3

their response : Thank you for contacting the MTN email department.

I apologize for the inconvenience caused. Please note SIM swap was done on the 2024/11/28 through call center. Kindly provide affidavit and certified copy of your ID copy and we will escalate to ***** team. We thank you for your continued support. Kind regards Edward Park. Customer Services MTN SA