Worst customer service

I have been trying to do a SIM swop on my prepaid SIM it's been 3 weeks now the agent that was assisting me told me that there's a flag on my profile then she told me what I need to send inorder for the flag to be removed I sent her that but still the SIM swop is not done and whenever I go to the Telkom store mall of Africa they tell me that she's off not sure if they are hiding her when I send her emails she doesn't respond either.