Simswap nightmare

My partner bought a phone at MTN Clearwater with the assistance of Xolani on Friday 27th Feb 2020 evening and due to the explanation that the simswap systems are down after 6pm they were unable to do the simswap that evening and we had to return the following day. We went back to the store on Sunday midday and Xolani assured us that the simswap was in process, we should wait for an sms. We waited the whole Sunday and there was no sms that was received. Later that day we realised our router was not working and when we called the call center they advised that the number for our router was the one they did the simswap on and not the cellphone number and the agent said we should return to the store of which we feel it's not our fault that someone did the wrong thing and now we need to keep going to the store. On Monday 02 March 2020, we went to another branch close to ask for assistance they told us we would need to go back to Clearwater or pay another 115rands to do another simswap of which we refused to do. We then resorted to get in touch of the consultant Xolani at Clearwater but everytime we called in it was either he is busy with a customer or he is on lunch and no attempt of him to try and call us back. I called in after 6pm and got hold of him where he gave me a lame excuse that it had been a busy day. When he called my partner he told him it's not him but the system picked up the wrong number and he advised he will give a ring back shortly. Its 8pm and I believe the store is closed with no solution provided ,another day of not being able to do my work on my laptop because the router number has been blocked. I am losing business because of someone's negligence and no one seems to care or provide a viable solution. Someone need to take accountability as my business requires me to be online at all times. Who must I invoice for the unproductive 2days going to day 3 for the clients I've lost????? This is unacceptable because at the end of the month the bill will be sent invoicing us even for the days we didnt have access to router as well as the cellphone data because of someone's stupidity. If we do not get an urgent solution from anyone, we will keep complaining and escalating it to all available platforms until something is done and we want the charges for the unused days reversed.