non assistance with sim swap

I am trying to do a sim swap on number *** which is on contract but to no avail,i have been to the mtn store and they have done what was requested but still nothing.this request was done on the 07/10/2020 ,I am using this number to work from home.req***,***,***,*** has been sent and closed without the issue being resolved.please assist in this regard because mtn is expecting payment yet services are not rendered.