Unhappy customer

I am an active Mtn subscriber ,I have had my number for more than 16 years ,my contract phone was ****** , I reported the ****** phone together with the sim for almost a month now ,the claim was done and I was told that I would get a replacement phone in january after the 6th due to closing of the suppliers but suprisinlgly on the 24th december my replacement phone was delivered of which I was very happy and really appreciate cause i did not expect because they had told me that it will be delievered after the 6 ,now what irritates me is the fact that i have to struggle to do a mere sim swap for more than a month now i have been taken back and forth going to the Mtn outlet in westgate mall and dobsonville mall always telling me about errors that they cannot resolve ,always giving me referrence numbers for Escalations ,im fed up with their service and excuses failing to deliver ,I'm paying a huge amount of money for the contract phone ,infact i have 3 active contracts with them but they just dont care ,the two last people i spoke to is melinda who refused to give me her surname ,and sibongile maope who at least assisted me and gave a ref no for another escaltion ,ref no is REQ***.,Mtn is taking my money for something that i dont even have ,it seems as if they enjoy doing that to their clients .