swim swap delays

I went to telkom mall of africa to do a swim swap on Friday and i was told that the system is online. returned on Saturday and i was told my sim swap can not be completed because it went for vetting and kit will be sorted soon. its now more than 48 hours later and the issue is not sorted. the store doesn't pick up the landline. eventually my call went thru after several missed calls. spoke to sello who was extremely rude. am told my case is still at vetting. am really getting frustrated coz they are not even giving updates on the case and iu can reach to the store.