Bad services trying to perform sim swap

Good day, I lost my phone on the 04 December 2021including my MTN Sim card and number. I tried self service Sim swap and calling to be assisted by a service champion to which I failed all the attempts. I requested a sim swap from the MTN Store in Rustenburg Waterfall mall with all supporting documents. The man who assisting me (who I forgot the name) told me that the sim swap has been successfully completed and that I should check my phone after 2 hours, I checked my phone yesterday the 20 December 2021 and it had not been activated, I called my number only to find someone else who says that they bought a new MTN Starter pack this past Sunday had been assigned my number. I have tried calling the branch but the number provided on Google search does not get answered. The man who assisted me kept all the documentation I had provided for the Sim swap, I asked him for a reference number or slip and he told me they do not provide such in the case of a Sim swap. My name is Lebogang Mosweu my number is *** my email is *** kindly assist