Ridiculous waiting period for sim swap

I have been trying to do a sim swap since the 23rd November 2019. I went in to the store at Gateway Durban and purchased a sim card and was told I can do the sim swap myself. I have been trying since but was failing the security questions. I was then told to go to the police station, make an affidavit and take it to the store with a certified copy of my ID together with proof of residence. I submitted these documents on Sunday, 01st December at the store and the lady told me that the sim swap was successful which was actually a lie. After calling MTN for the last two days, I am told that the escalation is yet to be approved by the supervisor. Calls continuously go answered at the store as I have been trying since last week. There is no joy or resolution from both 135 and MTN stores. I will now be referring the matter to the ombudsman for assistance as MTN customer service is ridiculous and I cannot use R400 travelling expenses each time to sort out a R3.50 sim swap. MTN Gateway also needs investigation for their phones going unanswered.