Very unprofessional staff and unreliable network

My simcard suddenly stopped working and started saying no service, on the 28 of March 2026 at around 6pm initially I just thought it's just having network issues, this morning it was still not working. I laid the complain on ask my rain and followed all instructions with no difference in the network, a ticket was made for further investigations with reference number ***6 at 07h30 in the morning. At around half past 2pm i followed up on the ticket number because I still had no service, messaged the Ai bot again and I was advised to call because it will be fixed just about immediately because I had work to do. I called and the lady who assisted me was so rude and did not understand anything I said to her, she kept saying that I am 25km away from my network and I should restart the phone and wait 15 minutes and it will be fixed I explained to her that I've done that already hence they decided to escalate the problem and I called to follow up on that, she told me they will bring another simcard because my simcard is still new, when I explained to her that it's not new I've been using it for almost 3 years, she starting being rude and told me she will escalate the matter. I asked about the turn around time she said I was speaking to an Ai bot and hanged up the phone on my ear. As we speak the matter hasn't been resolved I logged into the app and noticed they ordered a new Sim card and didn't event discus the delivery address with me, another ticked with the reference number:***9, the email sent has no context even, I don't even know whats being escalated