Poor service from telkom

My phone got ****** on the 5th of April. I went into telkom in eastgate on the 7th and tried to do a sim swap,because the account is in my mother's name they said I need a letter from her and her ID. The next day I went to telkom festival mall with the letter and a copy of my mom's ID and they said I need to bring my mom with for her finger print. The next day my mom went in to telkom Sandton city and brought her driver's license as her ID was at home, and they said she needs a proof of residence. She went to get proof of residence at the bank and came back, stood in a line for 45 minutes just for them to tell her they can't accept a driver's license. My problem is not that she had to go in. My problem is why don't they just tell you everything you need instead of messing us around for 3 days in a row. I still don't have a sim card because we can't keep taking off work. I can't get hold of anyone because I don't have a sim card it's extremely frustrating and inconvenient .