terrible service

My husband has a contract with telkom. I have been using the number as he took it out for me. My phone was ****** on the 19 January 2020, however till today, 22 February, he has still been unable to do a sim swap to get me a new sim card. Every time we go to the Telkom shop in Shelly Beach, they give us a different story as to why this sim swap cannot be done. We understand that in the beginning it was due to a debit order which had gone off my husbands account that was not reflecting in his telkom account, so we waited, however after that issue was resolved there is now a never ending line of excuses a to why it cannot be done. Yesterday when i finally asked to speak to the store manager of the Shelly beach branch as customer care says that they can do nothing from their side, he comes out of his office smelling of alcohol and gives me another sob story. They did not even take my husbands finger prints, which is the new rule for why a sim swap must be done instore, so how can they still say that they are trying to help.