Horrible customer service

Hi I'm writing with regards to the experience I got at Telkom Newtown Kiosk. I was there to make a sim swap and I was told that I need to buy R20 airtime from them, for them to assist me with sim swap. When I called customer service they said I only need my ID and proof of residence nothing was mentioned of purchasing airtime. When asking the guys they said I should go to my nearest store, " that's how its done at a kiosk" with an ATTITUDE !!!