Unacceptable Service

On Mon 11th I asked for a SIM Swap. To date my new SIM has not been activated. My issues are: 1) No documentation or receipt was given to me for the SIM Swap 2)The agent tells me what the actual software error is on the system and asks me what that means. Luckily I work at MTN and I deal with these types of problems but what if I was a member of the public?? 3) After the 2nd failed attempt the agent says he does not know what to do. 4) I ask for a person to contact and he gives me the name of a person who manages the billing system but they no longer work at MTN. 5) The agent made this my problem to solve. This type of service is unacceptable from a company like MTN. Please can you a) help me with this SIM Swap and b) train your staff urgently in customer care