MTN Pavilion staff members are useless

MTN pavilion staff have no idea what they are doing, my girlfriend had a sim swap done at the store around 9am on the 23/10/2018, unfortunately the person who assisted her did a sim swap for the incorrect number, my girlfriend had a business trip to cape town at 1pm on the same day, she has no idea that her phone has not been activated. after about 15 calls to the the number which was on google, i had no luck getting through to anyone, so i called pavilion and they advised me that mtn(a cell phone shop) does not have a phone for members to call the store, so i went there myself, and Priya advised me on the mistake that she made and did not even apologize, they told me that they would do the swap at 9am the next morning as it was past 6pm and they advised me that they would take my number down to advise me once it is done, it is now 12:38 and I haven't had a call as yet, and the alternate number that they gave me at the store is just ringing, what the hell is going on