A very poor service delivery

I went to Hemingways Mall at East London on the 21/03/2022 to do sim swap at Telkom store, we waited for over 3 hours outside the shop just to enter the store and wait more 30 minutes inside the store before we could be assisted. While we waited no one came to us to care to explain why is it taking so long for us to be serviced. Other Telkom Store clients got first preference over us because they where just passing us at the entrance asking for consultant they know in the store so the can be assisted before us.

I then ask the client service consultant at the entrance to at least call manager or supervisor so he can at least explain why is it taking so long to do sim swap and what is the point of having the Express point in the store if they are not going to utilize it? A guy without name tag came and said he is the manager and His name is Abongile, We explained to him that we have been we have been waiting for over 3 hours to do the sim swap, He then just said there's nothing to explain we just have to stand on the quee rudely, and left.

Why doesn't telkom do sim swap like other service providers so that they safe their clients money and time.