MTN service lately

I lost my phone on the 08-04-2022, I have been calling Mtn since then for sim swap as i use that number for banking and also to logon for work daily, I did security so many times and I failed it then was referred to the store, went to ghandi square store and i was told they were offline, called the call Centre and was told to go to the police station, to certify and do affidavit, did both and went to the glen, the lady took the documents and told me i should wait a day or 2 and i waited 2 days, when i inserted the sim card it was still not activated , called the call centre again they told me to wait for 5 hours, after 5 hours i was told to go back to the glen and i work in JHB, i understand the importance of security check and did not mind going to police station either but it is still not clear why my simwap was not processed i feel so frustrated can hello peter please intervene and I plea with you to help me resolve this