Telkom Sim.swap

Good day I went to Telkom vangate mall for a simswap as I was ****** of my phone the Sim card was not Rica on my name and went.with a affidavit stating the number belonged to me. The consultant asked me three numbers I last dialed wich I answered all correctly. I received a sms with my case number .The following day another sms saying my case was resolved I went back to the telkom store and then was told the number was not Rica on my name but on some one else name . I've used that number for over a year . Today on FB one of the consultants I chatted to told me my number was already allocated to someone else . I queried all this info they gave me called their customers services and was told if the number is not active the Sim will be recycled and given to another customer. How could they do that I know their policy of the Sim must be Rica on your name when that Sim was pre Rica but was told today it was Rica on some else name that's why I can't do a Sim swap.