MTN offline systems

I lost my phone in September and since have been trying to do Sim swap for contract for the past 3 months. I first went to Jabulani Mall twice and both times I was told the system was offline, I then went to Maponya mall and again was told the system was offline. I then went to Protea Glen twice and there as well I was told the system was offline. This past weekend I went to Southgate, I was told they do not have Sim cards in stocks. What is going with MTN systems? Is it the employees that are basically lazy and don't want to do their jobs or has their systems reached the end of life. This is ridiculous. I have not been using my number for 4 months now and I'm paying every month. I have never missed a payment and this is the service I'm getting.