Unhelpful and perpertuating crime

I lost a phone and immediately called MTN to block the number on the 30/11/2020. The agent that assisted me advised that the number has been blocked. I then went to buy a new phone with Sim intending to swap the number. Struggled with sim and had to call the Network helpline 135 and spoke to more than 5 agents who were very unhelpful a f didn't seem to know what they were doing. All of them gave conflicting information. The one said the Sim swap was in progress and should wait 24 hrs. After 24 hrs the number was still not swapped and when I tried calling my old number to my surprise the number was still not blocked. I was then told that the ********* who took my phone were blocking the swap. What I don't understand is why would the reputable MTN network, send an sms to the number that u reported to be ******. They told me that the number was still in use after 3 days of reporting the ****** phone and Sim card. I was then that a service request was sent to a manager named Nicolette Pillay who was to ovwrite the sms that MTN was still sending to my ****** phone. 4 days later the Sim is still not done and when I phoned again, another MTN manager advised me that Nicolette Pillay was in leave and will contact me so the swap can be done. This now 7 days and still haven't been assisted my MTN. It a pity that a reputable network like MTN will fail to assist me with something a simple as a Sim swap. The assistance and attitudes of the agents who assisted was appalling as it was very sarcastic, unhelpful, couldn't careless because cleared and I'll mannered. One of the agent actually laughed when I threatened to take this matter further.