Sim Swap Fustration.

I've been trying to do a sim swap and have been getting the go around. I am an former MTN and have had this number since 2011 and I then moved to pre-paid in January 2020. I've done sim swap with not issues but this time around as I'm trying to do a sim swap I've been sent from pillar to post and I would be told its been done only to find out it has not been done. reference REQ***. I've sent an email the ***. i'm still waiting and I'm still without the sim swap.