2 days to sort out what should've taken 5 minutes, paying for data i can't use!!!!! Utterly pathetic

I called into the call centre yesterday around 5pm to do a contract sim swap. The lady takes me through verification questions, all good. And then she tells me there's also 5 itc check questions, ok i say. The next thing she says is ''my computer won't load up these itc questions, it must be offline. I'm going to escalate this for you'' ok i say, she gives me case number *** and tells me i should expect a call back within 24 to 48 hours to which i say ''no, i called in for a sim swap, something that should've taken you 5 minutes to do and you want me to wait 2 days just because YOUR computer was offline?''. i ask her to cancel the case and transfer me to another consultant who's got a working pc, she tells me she can't cancel cases, i ask her to transfer me to somebody that can and she says she doesn't have a direct line to them. I tell her i'll wait for her to get the number and she flat out tells me she can't give me a number. She then tells me the technical department who are the guys that do sim swaps close up at 8pm and that i should call just before that time and ask for the sim swap to be done. I call at 7h45, and the person i speak to tells me they can't assist me with the sim swap because there's a case open on my account and i need to wait up to 2 days to be assisted. I'm paying for this contract and i have to sit 2 days without data for something that should've taken 5 minutes because their employee's computer was offline? Pathetic