Paid for sim swap, but no sim swap.

To Whom This May Concern

I went to your store at the Baywest Mall (Bottom Level Entrance 3) & a man by the name of Lux helped me & my husband with a sim card in order to do a sim swap due to there being an issue with the connectivity. We are unable to get internet connection with the data available on the contract & this has been persisting for four (4) days. We entered the store yesterday (10 November 2018) in order to do the sim swap as suggested when we did the upgrade in the case that the LTE services failed which the gentleman assisting with the upgrade activated for us. However, when we contacted the customer services this afternoon a lady by the name of Lerato has informed us that there is no record of a sim swap done for this number ********** 699 & that we need to return to the store to get this resolved which is in this case impossible due to working hours being from 6am to 7pm at night & we have already been there & going back is incurring costs & time off from work. We have tried to contact the store 8 times & no one has answered. Please refer to the following invoice number INV ********** 4 & the person's full name is Luxolo Makunga.