Failure to provide a simple service

I have lost a contract sim card, when i call Telkom for a swim swap, they insist that sim swaps can be done only in their stores, tell me how many cellphone stores they have country wide? Obviously a few.The astonishing part is with any service providers like Cell C, Vodacom and others, you can actually do a sim swap telephonically and get to be asked questions to see if you are actually the account holder. Telkom service is just totally ****ed up, am gonna cancel the stupid contract.