A Sim Swap That has Taken Days and Still Nothing

As if it wasn't bad enough that one should require, even as a result of an upgrade, a sim swap Cell C charges the customer +- R150.00 for the sim swap. My father recently upgraded and received a sim card with the new phone and in an effort to avoid the costly charge of +-R150.00 and use the free call center service to do the sim-swap this has not happened. He has been on the phone to the call center everyday for the past three days speaking to several consultants but no one has been able to assist him. He has received ref number which he has continuously been using without success. This is ridiculous as one cannot be expected to sit without a phone for so close to five days as they have deactivated the original simcard. A sim-swap should take a few hours and instead of providing my father with a solution they just keep saying call back.