Call center agents and store not the same stories

My cellphone was ****** and on Saturday morning I phoned in and ask that my phone and sim card to be blocked. The lady advise me to go and buy a new sim and phone them back and they will do the sim swap for me on the phone because they can do contract sim swap now also on the phone. I phoned back and gave them the new sim number, and they told me it will take up to 24 hours to be active. Sunday evening long past 24 hours I phoned again and reported that it is not active yet. The lady told me that it can't be done on the phone I must go to a Telkom store. But 5 days later my cell is still off and the call center say the store must do the sim swap and the store say the call center must do it. So who must do it??