Terrible service at MTN Durban

All the MTN stores in Durban CBD have terrible service, especially the one at the workshop. It was such a struggle for me to get a sim swap, they claim to be offline just because im a prepaid customer they dont wan to help me. Iv been a MTN customer for more than 10 years I am very disappointed with the service, does it mean I am not important just because i dont have a contact?