Telkom failed to do my simswap

I went to Megacity Telkom to do a simwap. I was told they cant do it but they will further the matter to the manager in arbour crossing telkom branch. I was given the simcard but told that the manager in the other branch will sort everything out. I later than called Megacity to check if the simswap was done, i was told everything is in order. When I inserted the simcard on the phone it was not functional although i was told everything is fine. The number i was doing a simswap on is used for business purposes. I am now losing on my business because of them. Because according to my understanding doing a simswap shouldnt be a hassle. I have never experienced such in other branches. I need this matter solved ASAP.