Terrible product knowledge in branches and customer care.

MTN has the post *********** staff I have ever dealt with. Their website clearly states that you can activate an esim but I have been to two branches and nobody could assist me and spent the better half of my day today talking to their ‘customer service champions’ that are also very much confused. The first lady I spoke too at client care told me that I can only get a esim if I download an esim app. The second lady said it’s offline. When I phoned in again the other person I spoke to said it isn’t offline but they can’t assist because the sim can only be activated in the branch. When I went to the branch the one manager of the branch said they don’t know what a esim is. I went to another branch and that branch said it cannot be done. I really don’t understand what is so difficult for MTN to give its staff proper training cause the service is despicable. All this trouble just for a esim that took me less than 5minutes to get done at Telkom??? I’m extremely disappointed with the non existence of product knowledge both at branches and customer care.