Terrible customer service MTN NEWCASTLE MALL.

I am disgusted about the service received at MTN Newcastle Mall. My mother has been travelling everyday this week to their offices using her lunch hour daily for the past 3 days just to try and get them assist her with a Sim Swap which has not been concluded still until this day. I have tried calling their office on several occassions they just dont answer their calls. What annoys me more is that for the past three days when dialing her number it rings somewhere but not on her device. She has submited all documents requested of her but still nothing has been done. I am talking about someone who has been using the same number she is struggling with now for over 2 decades. MTN Newcastle is seriously a dissapointing. I am angry because she cannot use her own phone due to *********** staff. Even tried calling customer service today on their 083 135/ 135 and it does not give me any option to speak to a consultant.