I want answers Telkom Mobile

After been a keen supporter and having supported Telkom Mobile for several years, their service has been horrible to say the least! On two occasions I went to do a sim swap on the first one the sim card never read on any of my phones and the second time the same had occurred, after getting frustrated I contacted Telkom Mobile and the agent said me that the second time they cancelled my registration for the sim swap???? So, the staff member said me that it is registered and I will not have a problem, this has been ongoing issue for a month now and I had to change my number across all platforms it's registered on due to this incompetency and I do not stay near from Telkom, so I can only get a lift on Friday's. I want answer's to this horrible service, been a loyal customer for so many years to get treated like this is astounding. I want answers!!