Breach of your own contact!

I upgraded my phone in December last year 2015. Due to the new phone not accepting my SIM card , a sim swap was done. Unknown to me at the time, Absa is suppose to contact the client for security reason to ensure that I have done the sim swap and thereafter within 36 hours everything is uplifted! This was not done. Todate, as I sit another day in a branch (Verdi) of wonderful staff who have been assisting and holding on for several hours to get hold of the ***** line and still no answer. I need to urgently do transactions however cannot do anything due to Absa not following their own procedure and code of conduct! What happened to the call to verify that I had done the sim swap ? What happened to the call that I was meant to get from the ***** department yesterday? Reference number I***? Where is your customer service? I will now charge Absa for wasting my consulting time and any other cost and legal action that will be taken against me for not paying my suppliers on time!