Sim swop

I upgrade at your N1 city branch on the 1 Dec 2019 to a new device however the consultant who assisted me did not inform me that when upgrading the sim swop is done free off charged after I asked him how much it would cost which he rep**** R150. I then took 2 sim cards to do the sim swop manually through your help desk agents yet they where unable to do it on thier side as a had too send through a copy of my ID and proof of address which I have done, I was again contacted by your help desk agent who was still unable to do the sim swop and was told to visit a branch for a free sim swop due to my upgrade. I then visited your parow centre and cape gate branch to do the sim swop and they declined the sim swop and I was told to go back to the N1 city branch. I am unhappy with the service I have been receiving and for me to be sent from one branch to the other. Please assist with the query as I still have not done my sim swop and I have to drive up and down when it should of been done correctly by the first consultant who assisted me.