Agents trying to make extra money or what

On your website it says that a Sim swap is free however I went to the telkom stand in cosmo mall on Friday the 18th of June to do a Sim swap and the guy asked us for R35 which we didn't have because we've done a Sim swap before at fourways, when we mentioned this he said that's because fourways is a bigger branch and this is how they get to pay rent at Cosmo mall. I honestly don't get it which is why I have now went to your website to check and I want to know which is which. Is your guy trying to make extra cash with us, or simply didn't feel like working as he was chilling with a friend