Poor Poor service delivery

i have an old mutual money account, i lost my phone over the weekend and i did swim swap with my network provider, swim swap was approved, called Old Mutual to see if i could do this over the phone they said no i should go to my nearest branch, left work early because the branch in Bayside Mall closes at 5, got there was assisted she changed my number with no hassles, went to checkers while i was there i logged in my banking app it told me i couldn't log in as they detecting a swim swap, lucky i was still in the mall rushed back to the lady told her i cant log on my app as its detecting a swim swap, she said their manager is currently being trained therefore she doesn't have the credentials to assist in swim swap issues she will call the arrear manager, this was around 4:50, she teams called the arrear manager and there was no answer, told her im not coming back again as the arrear manager should be available as it wasn't 5 yet, the managers at the store cant assist me either and im the customer and i made ways to visit the branch but wasn't helped, as we speak i cant do any payments I'm stuck!!! This is really poor service, i waisted my airtime calling, i waisted petrol to go the nearest branch and i was still not helped, highly frustrated