sim swop

I have been trying to do a sim swop for the last 6 days. Every time I phone I get promised that I will receive a phone call before end of day. Needless to say I am still waiting. Every time I phone they just log another reference number (I have had 3 in total now). I have emailed them as well. This is the worst service I have ever seen. I just don't know what to do anymore.