Cell C never calls back after promising to do so

I lost my phone on Friday and on Monday I called customer care to help blacklist the phone and then organise a sim swap, blacklisting was fine but the sim swap still has not been sorted out. Firstly they told me that they will call later on Monday to assist me with the sim swap... got no call, then today (Wednesday) I called to follow up and the assistant said she sent a note to the sim swap department and that they would call me back in 1 hour... Didn't happen so then I requested a service PIN to do the SIM swap myself and the assistant said that she would personally call me at 17:50 and guess what... no call. I am frustrated and annoyed at the false promises given to me. My name is Jarryd Florentino and the cell no. connect to the issue is ***. but obviously I can't receive calls on it so an e-mail would be great.