Over a week waiting for a SIM SWAP

I lost my phone, and requested a SIM SWAP on the 11th December 2018.

I was told that I would be emailed a SIM SWAP letter which I will then need to take to my service provider(Vodacom) and purchase a new SIM.

I was told that this will happen between 24 to 48 hours.

It has now been over a week, and whenever I call to inquire, I'm told that it will be done today, but still nothing.

I have been calling everyday since Thursday the 13th December to no avail.

I need to have my SIM SWAP done before I go out of town for the Holiday's, and this is now becoming a major inconvenience.