Sim swap procedure not good service

I'm currently dealing with a sim swap problem...I was ****** of my phone and almost hijacked few weeks ago and called to block my phone...so I got a new phone and sim recently and requested a sim swap and I couldn't remember the security question, I have that number for almost ten years now also using for business bare in mind when I blocked my phone I was still in a not so good state of mind as I was still in shock...I was told to go to the police and get an affidavit and copy of my ID which I did and emailed to mtn... I called in from 31March 2019 and I'm still waiting for a sim swap to be done...I was told by the call centre agents twice that a sim swap is being processed but still nothing I think its unfair for them to lie to the customers and only to find out today 4 April 2019 that they apparently didn't receive my papers and I must send it through again...and now I'm patiently waiting and my patience is wearing really thin...I think this is unacceptable and have been with mtn all my life but this recent service I got really sucked...my old number that I want back is ********** ...I was told to email to a manager called Sindisiwe Cele so I will see what happens...if anything comes of this an number to contact me on is ********** 735 during office hours or ********** 509 after office hours