Uselessness

My Dad's phone was ****** about two weeks ago while in the movies, his number was on prepaid. I told him not to worry because it was quick and simple to process a sim swap on prepaid. All he needed to do was purchase a sim card and when inserting the sim card into the device just choose sim swap and inset his number and once done he would need to call the call center to confirm the sim swap. Pretty simple right? WRONG, MTN were asking my dad impossible questions. Eventually the sim swap was not processed because of the questions. What about RICA? Is the ID number not sufficient? The number was RICA'd when it needed to be and now my dad cannot have his number back? My dad said that MTN made him feel like a ****? ***, MTN is going down the toilet. Please contact my dad and rectify this matter as soon as possible. He has had that number for 15 years or more. Now there is an issue to do a sim swap. I cant believe how useless MTN has become. I will most certainly be moving onto Cell C when my contract comes to an end. Your network is expensive and USELESS!!!!!