I'm so frustrated with telkom

Telkom has been the best network for me but since the pandemic they have not taken to account that we would rather do things telephonically or online, I have been trying to get a Sim swap done for months now but still no luck just a simple Sim swap. They keep telling us to go to the telkom store and I can't even access the telkom store because of the long que just to get into the mall, I really need my number back I am so disappointed. Why can't we just get a Sim swap done over the phone for now then once things are back to normal we will go to the store. Truly bad service