SIM SWAP

It has been over a week since I called RMCS to help with a sim swap. I was told I will receive a call after 48 hours as that's the turn around time. A week later, I haven't received a call from them. When I call and query, I'm told my query is pending and it will get escalated and I will receive a call. Even the supervisor couldn't be of assistance as she kept on putting me on hold several times for no reason. I'm very livid