Unhappy customer at cell c birch acres mall

I went to cel c birch acres mall to do a sim swap and the lady working(I didn't get her name as she wasn't wearing a name badge) there told m their machine is not working for sim swaps and she doesn't know when it will be fixed. I tried doing it through the phone and they asked me questions they normally ask when doing a sim swap after giving them the correct details they told me their system says I've failed and they can't assist.