sim swap and Stores that are forever offline.

Hi, I lost my phone two months and i have been trying to do a sim swap for the last 2 months but each time i go to a store they tell me they are offline, 2months of offline stores in the soweto and Joburg region and even when i call the helpline i got told that they cannot help me , i sent emails with no response and the live chat was even more frustrating. This is the poorest service ever, even poorer than its own network.