weeksss for a sim swap

As a retired person and had a professional life with computers .I am in a corner because I have had to have a third time to make a sim swap for a wi fi and having to pay again .IT has been a bad time for ma but now I would like management of MTN to do something because it has been going on for two weeks and a few trips to town (25kms one way).I got a break in while in Europe and now the insurance is waiting for answers which I cannot supply .Please can a person who has authority to get this dilemma a priority to do something .For the many years that I have supported MTN this situation is EXTREMELY frustrating because you have no access to "people " who have authority .