Apparently two to 24 hours applies to whole biz

My handset was recently ******. I reported it immediately, and also blocked my SIM and blacklisted my phone. I was told on the day of the incident it was a simple process to do a SIM swop, and that i would be back in touch with people almost immediately. Little did I know that it would five days to get an inch closer to being 'back in touch'. On Tuesday, 28 April I contacted the Altech call centre and spoke to an agent who advised my line was still suspended, but that it would take a mere minutes for this to be resolved. An our later, no connectivity. I called back. I was told it would take 2 to 24 hours and how could I expect a SIM swop and activation to happen that quickly. I requested that I be put through to a call centre team manager - the agent refused, thanked me for my call and put the phone down. That was 12:00 yesterday. I have tried since then, to reach a customer services manager - this morning at 08:30, trying the reception line again. Still - no one has spoken to me. My line is still suspended and not a word from customer services. It appears to me, that the 2 to 24 hour rule applies to the whole business. Shame on you for shocking service.