Refusing to do sim swap

My husband has been trying to get his sim activated after a sim swap for the past couple of days and nobody is helping. We call them they tell us they’ll get back to us and they never do and when we go in store at mall of the south they put the blame on IT being slow and they refuse to help even there. I am so disappointed in the service we have received my husbands whole life has stopped and no one can get ahold of him because people are refusing to do their jobs.