HORRIBLE customer service

On Wednesday 15 July at 6h03 am i called the customer care to request a sim swop . The agent did not successfully lodge the case to be escalated and did not inform me. I called again the following day to follow up from which then i was informed of this. The sim swop still has not taken place and i cannot check to see if the handset that i have been given has anything wrong with it let alone the inconvenience of this matter.