Lack of service / Inability to read emails

On 8 December 2017 at around 09:00 a phoned the Sales department at Axxess requesting that my sim is cancelled and a new one is sent as the simcard was lost. I was informed that I need to log this with Support and was put transferred to support. (I don't know whom I spoke to in sales)

Support informed me that I had to send an email in order to put the request in writing, which I did the same day at around 09:50.

Replying on the ticket that was created on the 9th of Dedcember 2017 at 01:29 Nyanisile M requested information relating the the new sim I requested. I DID NOT REQUEST A NEW SIM!!!

Also, this request was done on the ticket so no email notification was sent to me. I by accident discovered this on my dashboard when I wanted to check if the request has been logged. I then continued to phone support only to be informed that I should in fact have spoken to shipping for this request.

I spoke to Richard and I can say he was very helpful and sorted the issue within 5 minutes indicating that the replacement sim should be delivered tomorrow 14th December 2017.

How is it that the Sales and Support departments are unable to assist in this regard? FFS, a week to get a replacement simcard?