Horrible Service

I sent my husband to cell c with a letter signed by myself to do a sim swop as this is what we were told to do if the account holder can not be present at the time. My husband went to cell c in East Rand Mall and was told they will not accept the letter due to ********** activities. How can we be told that this is what they need and then with the relevant documentation requested by them and then refuse to assist any way. This is a major waste of time.