horrifying experience

My experience with my service provider doing a sim swap has been nothing but a nightmare , I spoke to a consultant I didnt get her name , who explained rudely and very abruptly how she would not be able to help as my number belonged to someone else without even my concern right there and there gave me a new number, and said that is all she could do, even after I asked to speak to her manager, or any one superior as my number was used as my primary business number , and my entire existence basically depending on this number, I refused to leave and waited until I asked to speak to the manager (westgate branch) he also mentioned the same I explained to him I had been ****** at gunpoint , the ******s took everything I had on me with my bag and my phone, the truama alone was enough and I need some form of assistance from service provider cause I really do not believe it is a good customer service to be saying there is nothing you can do, when I have been a paying client , he then suggested I go to the police station (for an affidavit) then go to my nearest branch and ask them to log a complaint or request for me at the head office. I did exactly that , but the service I received at the dobsonville branch was beyond uncalled for , when I walked in the consultants were standing out side the door , asked what I was there for as soon as I said sim swop they starting questioning each other as to whether the system worked etc laughing like they didnt want to do it , I walked in and went straight to the gentlemen who seemed more keen to help, when I took out the documents I asked to explain to him why I was there etc he didnt want to even hear , he moved from his desk folded his arms and said he couldnt do anything for me , I asked him if I could use the store phone to contact the manager at west gate who advised me to go to the nearest branch , he said they didnt have a phone in store (am sorry I refuse to believe that to be true ) I asked him to speak to his manager , he said he was the manager - I felt helpless , its is very clear here the trend of lack of customer service exists and would suggest that they conduct mystery shopper to these stores .I walked away and had to again go back to west gate , completed some form , and they said they would get back to me in 72 hours ... I have been waiting no one has gotten back to me , they do not answer their phone I have been calling the number ***