Telkom Store @Fourways Mall

Telkom Store@Fourways Mall. I've returned to the store for 4 times! I urgently need to do a sim swap as I lost my original sim card. Everytime I've been there I'm told that the biometric system doesn't work after loadshedding. Yesterday loadshedding was from 12pm to 2pm, I went there at 17h35 pm and I was still told that the biometric system doesn't work after loadshedding.

Now please tell me what needs to be done because I can't even get assistance over the phone.