Unable/Unwilling to assist to perform a sim swap

I have been calling 173 all week to perform a sim swap, first the new sim was not rica'd so i did that. i asked the ladt behind the counter to help to perform the sim swap she said i should follow the instructions and call 173. Calling 173 is the biggest PILE OF **** with a bunch or incapable ID10TS i have ever come across. I explained taht i had to load airtime as the messages were not going through. then the lady on the other end says i must buy a new sim card BUT ***!!! the sim card was sent to me by MTN through RTT. i didnt not pay for it. why must i now pay for it. MTN ur call center needs to be all fired or FAR KING trained. IF it was system limitation then GET RID OF THAT **** system. i have called in more than 4 times all with different stories. been into the Benmore store where the sim was rica but that was as far as help went. i explained to the last lady that i didnt buy or go in and get this sim that it was sent to me. she still went on and on that i must goto a store and buy one. totally ridiculous service from your service champions who clearly know nothing about service.