worst online customer care

I have been a MTN customer for close to 10 years, this is the worst after sale services I have ever received, this is the story: 1. I upgrade my contract in the first week of June 2022, all approved. I followed up weekly on the delivery of my upgrade for 6 weeks. On Friday 15 July 2022 the device was received, with no sim card. 2. I called MTN and was told as this was an upgrade I can use my old sim, this was new to me because normally the sim card comes with the device. I explained to the upgrade centre that my current sim card is smaller then the required sim card, I was the told to do a sim swap at an MTN store. 3. On Saturday 16 July 2022 I went to the Mafikeng MTN store and was told I must pay for the sim swap, which I did because at this stage I was getting fed-up and just wanted to use my device. 4. However once I tried to insert the new sim in the device it keeps rejecting the sim, I took the device and the sim back to the MTN store who confirmed that there was something wrong with the device. However they can not do it because it was done online. 5. I called the same number I did the upgrade on Monday and was told I must call the costumer care number, the 083135 does not work and if you get through there is no option to talk to anybody. 6. Finally on Tuesday 19 July I finally talked to an agent and received services request number ***. 7. Today when I am trying to follow up nobody can tell me about this request what is the status what is going to happen and what is the progress.