sim swap

I bought two phones on contract from telkom the other, my husband lost other phone the same month but when i told they wanted a case no but they didnt give a new phone and still they refuse to do sim swap in the phone. they told to go to the nearest store i said is too far i am deep rural in kuruman they say i must go to kimberly.i cant g there is 2 far for to do sim swap. i asked why they can call to offer me deals of phones but when i have a problem they cant help me over the phone. but first we make a deal in phones, so help me to make them do sim swap for me