Cell C has no sense of agency

I have had the most horrible experience I have been trying to do SIM Swap for my contract of which I pay over a thousand rends for, yesterday I was told I cant speak to manager because they are not allowed to share had sets, final forced to speak to one, and he told he escalating my Sim swap request because its blocked and i should call back in 24hrs, I called 32 hrs later to be informed that the Team Leader i spoke you did not submit my details, they will do it and i asked to speak to another TL, and I was the whole operational floor does not have a Team Leader available the adviser doesn't know where they are, I spoke to a Sandile Gumede and his team leader is Babalo Mososoeu from Sage CBD JHB Merchants I have not have an active line for 3 weeks now the team leaders there always refuse to take escalation, how do you run a company with such poor customer service

My call reference is ***- The adviser refused to give me my other call ref's he says he not suppose to