poor client service

on the 14th i went to TELKOM in Main street and Saure and i was assisted by a guy with the name of Mzwakhe Sibiya, i wanted to block my ****** phone and do a sim swap but he advised me that he can do the sim swap because its suspended had to leave the shop because when they called call centre the agent said there is a system issue, on the 15th i went back again to enquire about the sim swap but i was told that it went for credit rating because Mzwakhe processed an application before the sim swap now im being inconvenienced, i had to tell him to cancel the application since its blocking the sim swap as per his explanation, yet still i didnt get my number back ... secondly im still waiting for the ITC reference i called in twice today 1st i spoke to Ongeziwe Bhobhotyane and she said il get it within an hour , but i didnt i called agaiin and i was told the same thing. im just stucked no simswap and i cant even claim from the insurance because no one is sending the ITC reference