Bad service

I spoke to a consultant on the phone at Clearwater Telkom branch regarding a sim swop his name was Chadley(hope spelt correctly) who told me all I needed was to bring in proof of res. and my id and it will be done. I did this on Monday 3rd March at 13:00 with a female assistant unfortunately do not have her name, only to be told no my fingerprints had to be verified. When I queried how long this will take all I got was when the old one stops working I will know it is done. How come all other service providers ask security questions and withing 8 hours done. 36 hours later still not working. Telkom never cease to amaze me with their bad service, why do I use them as being a pensioner they have great packages.