Sim Swap

im am having the worst experience with MTN, I lost my sim card, I went to the branch to do a sim swap, which i was told it will be working in 2 hours. Its been over 5 hours now my sim is still not working. I called the mtn line which someone named Aphiwe Bokolo answered she rudely told me to go back to the store I was assisted at and ask them. She was not willing to answer any of my questions only that I must go back to the store. so disappointing