Terrible customer service

They have the most *********** agents ever!! I went to a Phoenix telkom store on the 2nd December to do a sim swap on my ****** contract phone and sim (I was told 30 mins at the store and told 24 hrs by a customer care agent) but up until today no activation. Called customer service yesterday and they said the sales lady forgot to delete something that's why it wasn't activated and she'll send her an email to sort it out. Call customer service today and I'm told that there's nothing on the system, I need to go back to the store!! For almost a month I've been given the run around and different answers. Not forgetting that their insurance company is utter nonsense coz for the whole month I'm still waiting for feedback on my insurance claim!! But they are so fast at debiting accounts!!