Bad experience for a sim swop

So I got ****** over the weekend and I lost my purse and phone together with my ID and Driver's licence. So I went to a telkom store In Lakeside mall Benoni to get a sim swop and I had my SA Possport and proof or address. The consultant tells me that they do not do Sim swop with a passport, I should leavey details and they will call me back In 3 working days. Its the 4th day today and no call from her. This is disturbing as I do my work with my phone. I've spent 4 days without working that's a loss of income. Why can't Telkom assist customers with passports, I mean the Sim card is ricad under my name. What happens with foreign customers using passports... I'm really disappointed can I have this attend to urgently. I can be contacted on ***.