Poor service and requests not done

My daughters phone was sim locked and I had to do a sim swop (MTN can apparently not unlock a locked sim). We went to the branch on 14/02/2015 and the person was very rude and couldn't help since I didn't have my ID and they refused to accept my drivers license. On 21/02/2015 I went back with my ID and requested a sim swop. We were told that it would be active within 24 hours. This did not happen. We called 808 and they said that no sim swop had been processed. My daughter now has no method of contact should something happen to her and we will hold MTN personally responsible if she is in an emergency and cannot make a call.