Swip swap

Hi Telkom, I have been trying to do a sim swap for about a week now, sim is not activated, i have tried to call in numerous times, the call agents basically have no idea why the sim is not active and have said i need to go back to the store, which i have been done, three times already with no help. I am really frustrated as it seems no one from your team is able to assist me in a simple sim swap. I am moving to another service provider, i seriously cannot struggle this much, just for a simple sim swap. Seems like no one is really sure about what's happening here!!!