Bad Service

I called in yesterday at 10am to do a simswap I was told I will receive a call in the next 2-4hours I waited for the call but no one called I called again at 2pm and asked what was the delay they advised me that the case was closed I didn't answer when they called which is a lie they then made me open another case REF *** and advised me that I must wait for a call for another 2-4hours I have been calling the call center I have sent emails they all say the same thing that they are flagging the case as urgent I am still waiting for a simple call to do a simswap. How difficult could it be to inform me on the delay or to help me I'm very disappointed after so many years using their network. Word of advise before you guys campaign on buying people out on their contracts start by making the clients that you already have happy.