Something smells bad in the Yellow network?

I had the unfortunate incident of having my phone ******. I contacted MTN to block my SIM card while I await a replacement phone. I received a phone and wanted to reconnect to the network. Starting at MTN Mall of Africa, I waited an hour in queue before being told they have no contract SIM cards. I then drove to 2 other MTN stores that were closed and arrived at the Sandton MTN where they closed the door at 17h55 announcing they were doing a stock take. I started the process again on Saturday at MTN Nicolway. I received my replacement SIM card with caution it may take 24 hours for the SIM to be recognised on the network. 72 hours later and 5 enquiry calls and emails to customer support and all I was told was "we need to escalate to back-office about your suspension". I returned to MTN Nicolway and was informed that my SIM swap could not be processed because my SIM suspension was actually a number suspension that needed to be lifted before the swap could be registered. I was then informed the suspension lifting will take a further 24 hours before the swap can be registered for a further 24 hours. MTN - what has gone wrong that your employees cannot load a swap without a suspension being lifted? What has gone wrong that all the people I spoke to did not have any clarity on what I was trying to solve or what the problem was? Business owners, beware being without a crucial number for over a week if you fall could of having lost a crucial number.