No network for a Network service provide - Nonsense!

Could somebody who works at Telkom, tell me why the branch at Southlale Shopping Centre "Never Base Connection/Network" and You Guys(Telkom that is) are a Network service provider! I visited the Telkom kiosk twice on different days to try and get a simswap done. I had to get a whole new number instead! Rica New simcards again, Stand in a long queues again to get a new simcard! What is the purpose of the Telkom kiosk at Southlale because I see no pint of it, worse is that I asked the young lady there to at least attempt but she just brushed me off in a nice way and told me " it never works most of time"... Nonsense!