Sim swap vetting

I lost my contract phone then I went to Telkom stores in century city (CT) for sim swap, they said it will go through Vetting, it's two weeks now without having my number back, the first order took time, I asked for cancelation, they did another order, it also took time, the last order now it's taking time.

What's the reason for vetting when they have all my contract details in store, and that they use my ID to verify? Why would it take this long for sim swap vetting.