Condescending, time wasting Telkom agents

I lost my Telkom sim card a couple of weeks ago and bought a new un-rica'd one from a flash vendor last week Wednesday and in the hopes of getting a sim swap. I contacted customer care and the agent told me to go into a Telkom store to do the sim swap as they do not perform sim swaps over the phone. He failed to advise me about needing to have any form of documentation with me when going to the store, so I leafed though the small help booklet(?) that comes with a sim pack and it advised that all one needs for a sim swap, is just an ID document. Saturday, off I go to a Telkom store with my ID book and sim card, happy that I would finally get my number back, but alas, things took a bad turn. When I get to the Telkom store, I'm met by a line, but I'm not easily deterred so I decide to brave it as this was the only free time I had. Along comes a store agent, moving from 1 person to the other, enquiring about the type of services that people would need and ensuring that they had all their correct documentation. So she gets to me and enquires about the nature of my visit, so I tell her. She asks if I have proof of address and my ID so I tell her the booklet did not advise anything about the proof of address and it only mentioned an ID document. She asks if I have my ID, to which I tell her yes. She tells me that the sim swap will cost me R35 (first time I'm hearing of such, but I need my number back) so I tell her it's cool, I have my card and she said as long as I have my ID and the money, I will be sorted. So I proceed to stand in the line for another 30-45 minutes, only to get to the counter and be turned back for not having my proof of address. I tell the agent behind the computer that I was not advised about the proof of address and her colleague (who I found out goes by the name "Nomfundo") said it would be cool as long as I have my ID and she laughs in my face and tells me I must have heard her wrong as she said no such. If I hallucinated her answer, did she not have the responsibility then, as an agent, to advise the customer that the store would not be able to assist with the sim swap without all the necessary documentation? Why did the manager then decide that the correct course of action would be then to stand awkwardly to the side and watch everything unfold, *****ing glances instead of diffusing the situation or being of some help? Why does Telkom allow the agents to treat the customers in such a pathetic manner? I'm very disappointed by the appaling behaviour of these agents. Maybe if the colour of my skin was white, or if I had a ****, the agents would have been more helpful, and certainly not laughed me out of the store and wasted an hour of my time!!!