WHAT IS ILULA and WHY CAN'T I DO A SIM SWAP. MTN GARDENS AND CAVENDISH- AWFUL SERVICE!!!

I have been trying to do a sim swap since 20 December. I have tried calling 135 and the service champion tells me my number is contract - which it isn't as I moved to pre-paid earlier this year. The prepaid department transferred me to the contract department, then contract department transfers me back to pre-paid as they cannot find my number. This has been happeneing for 2 days. I went to MTN Cavendish to get assistance with my sim swap as advised by the call centre - the ladies there were rude, dismissive and spent most of their time on their cellphones on facebook. Not to mention the lady at the door who told me the system was off line when in fact it wasnt. The lady said the sim swap was done and I should wait 24 hours. It has been over 24 hours and nothing. I went to MTN Gardens centre Cape Town and they told me my phone was in Ilula. I have never heard of this neither have I ever authorised any migration of numbers other than moving to prepaid. My number is in limbo, I need to process an insurance claim but cannot do so as I am unable to get a usage report because I can't do a sim swap. I have been with MTN for over 20 years an I have never experienced such a disinterest from all the MTN champions. From instore to call centre. I've had to do all the investigations myself. Instore, the service champion told me there was nothing he could do because he has no access to this new iLula system. If I cannot get assistance from instore and cannot get assistance from the call centre pray do tell - who is supposed to assist? I have never been so disheartened by a service provider - the lack of information and just general unwillingness to assist has left a very bad taste in my mouth. I will be further escalating this with the ombudsman as I believe as a service provider you have a duty to provide a service and your representatives cannot treat customers with such disregard. Such poor form, this has been a more than frustrating ordeal not to mention time and money consuming.