Application for sim swap not done

I had upgraded my cellphone contract, the device is using a different type of sim which was included in the package together with the phone, same day received them that was on monday the 3rd August, I late in the evening called the call center they advised me that the sim swap department is closed they should be able to contact me within 4 hours the next day which should have been Tuesday, none did call, I called back to make a follow-up, I was advised that the query is still within its turn around time, someone from the simswap department will call, till now, Thursday the 6th, 6:19am none has called. That is the service you give to your customers. ...you guys should be ashamed. ....