Mtn has no clue when it comes to customer service

I lost my mobile phone on Sautrday morning and when i called Mtn in the afternoon to do a sim swap i was asked questions to which i remembered the last recharge amount and not the date because i use more data than airtime. I was told to go to an Mtn outlet which i did on Sunday morning(Westgate shopping centre) The queue was so long and when i finally got to the consultant i was sent to the police station for an affidavit. i drove all the way to the police station, had it done only to return to an even longer queue. I waited my turn and when i finally got attended to, the consultant made a copy of my identity document and that of the affidavit and sent them while i waited. She confirmed that the documents have been sent. On Tuesday, i called 173 to follow up and was told my documents have not been received, imust wait because it takes between 2 and 48 hours to do a sim swap. I argued that it can not take this long for documents to come through. If the consultant said they had the documents, i would understand and wait. On Wednesday morning, i again dialled 173. The story was different. My ID copy was not certified. The copy was made at The Mtn outlet at Westgate. Is this service?