Shocking service received from Telkom Matlosana Mall

I have never had decent service from the Matlosana Mall Telkom branch in Klerksdorp. My daughter had to do a sim swop as her phone was ******. Went to this specific branch and as the contract is in my name (her mom) she was immediately sent away with the answer that they cannot assist her. She went to the Vodacom shop and asked them what the procedure would be if this was a Vodacom contract. They told her that it can definetly be done. She went back to the shop and was assisted by another lady who said it could be done and gave her the necessary forms that I needed to sign. The other consultant clearly wasn't even interested in trying to assist. A sim swop was then requested on the Monday the 24th and it is now Thursday the 26th and still not done. It is totally impossible to get through to the branch on the telephone number given to me by the customer service department.The phone goes onto voicemail for you to leave a message to which no one comes back to you. It is urgent that this matter be resolved as the phone is used to communicate with various watsapp groups for my daughters degree which she is now busy with.