SIM SWAP NOT ACTIVE

I did my swim swap 5 days ago at Greenstone Mall and still today it hasn't worked, a lady by the email of *** is the one who processed it and has been so far extremely unprofessional, yesterday I even went to the Mall of Africa branch to try resolving this and they told me they escalated the incident, the Ref no is ***, the phone number is ***, this is very depressing as I have not been able to do business the whole week.