Bad service from Atlantis Telkom shop

I went to Atlantis Telkom shop to ask to help doing a sim swap, all 3 of the personal was going on to their lunch so I asked them I just want to know who is available to help me, and the one said she will help me. I said I would like to do a sim swap, the answer she give me there system is of Telkom is busy upgrading all(meaning all Telkom shop)the systems so she can't help me but she can help me with account inquires and if I come for a sim swap I must bring my ID and proof of address, than I told her I have it so I walked any. I phoned Telkom Customer care and I ask is all the Telkom shop busy upgrading there system because the personal in Atlantis shop said they are busy upgrading there systems. The customer care told me its not possible Telkom will do 1 shop at a time and not all the shops at one time. I thank the customer care for being straight with me. This is just bad service from Atlantis Telkom shop, they can't do sim swap but they can do bill inquires when the system is off how?