Poor service

Has absolutely bad experience this time, went in one of the stores in Nicolway shopping centre for a sim swap and got to be told that they had to log a case. A case what for which was rightfully explained to me by the guys made to fill in papers for that. This was done on Friday 4th February morning, was told it only took few hours and i was patient.the day went by and did not get any response, i came to the store the next day and told they are still waiting for confirmation.on Tuesday 8 February was in morning side when i decided to check with them how far with my sim swap and still told they are waiting and their network has been down since Sunday, was told to visit any other telkom shop for assistance luckily there was one close by and went there to seek for assistance of which i heard a different story that if they have captured my details and my id or passport was captured there was no need for them to log a case.this got me confused that same company has two different story and was disappointed. That being said since the other shop had logged a case there was nothing they could do rather we wait since then i have been waiting and no progression nothing at all, need to do my banking on my phone and other stuff but can’t, thought of porting my number to a different network but i cant due to the fact that my number is not active and my life depends on it. Very dissatisfied, disappointed and tired,angry customer. Thats total incompetence