Sim swap issues no one knows how to assist me

It’s taken almost 2 weeks for me to do a sim swap with mweb , first of all I waited long for the SIM card to be delivered to me eventually when it did , I still had to call in to activate the card , now I need to do a sim swap and i am being transferred from post to pillar , no one knows how to assist me , they asked me to send Rica docs , which I did, however they say the addresses do not match , I don’t know what they talking about , I have paid for their services …. What services when I only used the SIM card for a week , no one knows what to do or how to help me ? What happened to Tcf? Why doesn’t anyone know how to help me or what to do ? Must I cancel ? If I cancel will u return my money ? As a consumer I have rights, Name : Mdu Khumalo Cell no. *** / ***