BAD SERVICE and SIM SWAP not done

I've been trying to do a SIM swap for literally over a month without success. I kept being told to go the store. I eventually did. I went to Killarney Mall and was assisted or rather not by Puleng. She gave me attitude for days. Kept me waiting for ages, literally and hour even though the store wasn't busy. She kept chatting to colleagues and assisting other people on the phone and another customer who literally came after me. The SIM SWAP is STILL not done and she told me it is and will work after 2hrs and my airtime and data will be back. i came with a blank and new SIM, she still made me buy another one.