SIM SWAP CONFUSION!!!

I purchased a new pay as you go sim card on 08 September 2020 at the MTN shop in Village Mall Hartbee****rt. When I asked the consultant in the shop to do a sim swap for me, he told me that they only do sim swaps for contract customers. Next I followed the steps given on the back of the new sim pack, but that doesn't work at all. So I called 135 for assistance and ended up listening to more instructions on how to do a sim swap, which also doesn't work! Finally the voice on 135 told me if you don't come right then please speak to a MTN service champion.....yes right, which you find where?!!!! So I would like to know why MTN shops will not help pay as you go customers?!