Why do we pay for **** service

So after having to go through the trauma of having my phone ******. I had the privilege to phone 135 and having them hung up the phone on me every time I phoned on Friday. Then went to mtn to do a sim swap and was told it could take 24 hours how ridiculous if you ow them money they can pick it up in seconds but just swapping two sim numbers on a system takes 24 hours. So after many calls and being told its pending after 24 hours my sim swap was declined how the vok do you take a clients money and then say sorry we rejected your request. So I revert back to 135 just to tell me I had to stop the sim before a sim swap, I would have thought that would be what the store would do if you tell them you need a sim swap due to a ****** phone. Now I've been hanged up on 6 different calls and waiting for the last 20 minutes and no help.