Sim swap

A lady with curled wig and a deep voice at Maponya mall(they all did not have name tags) gave me an awful service. I asked for a sim swap ,she gave me a form to fill, Asked for my ID and R11,00 ... immediately after, she gave me a new sim card and only said , " insert it in your phone after 4 hours"... I was confused, she gave me an impression that I will get an approval if my simswap was approved, she then does not tell me it was but hands me over the sim card and the 4 hour instruction. I ask her, did the sim card get approved, she only looked at me and went on to talk to her colleagues... awful.