Rudely unassisted

On 17 March 2020 I visited the cell c branch in tembisa, Birch Acres mall to do a simswap. I was welcomed by a lady and a guy sitting on a counter to assist me, they asked me all the relevant questions to execute the simswap then they asked if the phone was ****** or lost. My answer was that no I am just upgrading to other phone and it needs a nano Sim. They asked me where is the swimswapped phone. I responded that's its with me. They then said they can't continue with the simswap I must just go to the Indian shop at the mall to get the microsim to be cut into nano Sim and pay the cut fees there. This shocked me and I am still asking myself why would a cell c consultant transfer me to a third party person to carryout their duties. Do I need to loose or get my phone ****** so that I can access simswap from a cell c branch since they dnt assist people who wants to do upgrades?