How long does it take to do only a sim swop???

My mother has a contract with RMCS and her phone was ****** and the claim was approved, she got a new phone from edgars. All that is done. Now she must do a sim swop and only RMCS can do that for her. She bought a sim card and gave them an IMEI number of that sim as requested by them on Monday already. To date and it's Friday we are still waiting for that call to tell us that it has been done she can use her number again. I've never seen in my life a sim swop taking this long.