No service at all at MTN Festival Mall

I was ****** on Tuesday last week and the ******* took my phone...I bought a new phone and I've been trying to get a swim swap since then with MTN. I failed answering the questions they ask with call center and eventually I went to the branch at Festival Mall with to do it and I had all the documents they wanted. After waiting for a long time in a line a lady came and said all doing swim swap must give her the documents and they will do them later. That was on Saturday and today is Tuesday no swim swap done and I need the old number urgently but during the week it's impossible to go to the branch.. I have been checking with the call center it's still not done even today and they have my documents..it's really frustrating, they should have not taken my documents now I'm stick until this weekend if I have to go and fetch my documents and take them to another working branch