Unable to do SIM swap via Call Center

Hi

I have done an upgrade on number ********** 406 about a month ago. Which they have sent my a new sim card for, and said that the upgrade constitutes a free sim swap. Called in on 2 occasions to do the sim swap, they say that the sim must have been active in the last 2 months. They advise that i have to go to the store to verify myself, with a cost of R114. This is non sense, you are not honouring your free sim swap with the upgrade, and the convience of doing it throught the call center.