Sim Swap query

I have been waiting for a sim swap for two days now. Yes I'm on prepaid but does it mean I have to receive such bad service? A Postpaid client had their sim swap done and successful in 4 hours. The MTN at Randburg Square is filthy and really lacks customer service, i called yesterday and the same guy who failed to process the sim swap did not do it again. Your Call center could not do the sim swap because the ID copy scanned by your shop did not have a clear date, so this is now my problem even though I did everything on my end.