Incorrect information/SIM Swap

After my fiancé had her phone ****** MTN advised that she would be able to keep her number as long as she perfroms a sim swap. We visited MTN Cavendish which was under construction. We then visited MTN Kenilworth centre where we were told they do not have the facilities to perform a sim swap but that we can take a cooy of the account holders ID and a signed letter to another branch where we will then be able to do a sim swap. We made sure that we get a copy of the account holder's ID and drivers license. We also made sure we have a signed letter with the account holder's ID number giving permission for the sim swap (as we were advised to do by Kenilworth MTN). We then visited MTN Blue route with all of this two hours before my fiancé had to be at the airport for a bussiness trip, only to find out that we were given incorrect information by MTN Kenilworth and that the letter would not do. There is a form that needed to be filled in by the account holder and signed by the account holder. After much hassle to get this form signed by the account holder we were told that it should be activated in 30 min. It is now 4 hours later and the sim has not yet been activated.