HOW LONG DOES IT ****** TAKE TO DO A SIM SWAP

I RECEIVED MY UPGRADE ON THE 14TH SEPTEMBER 2015 AND STILL TO THIS DAY CANNOT USE THE PHONE BECAUSE THE CELL C CONTRACT SIM SWAP PERSONNEL ARE JUST FAILING TO DO MY SIM SWAP. I HAVE CALLED I DON'T KNOW HOW MAY TIMES AND EVEN TRIED THE SELF SERVICE PIN WHICH HAS NOT MADE THE DIFFERENCE. I DON'T KNOW IF THESE PEOPLE DON'T KNOW HOW TO DO A SIMPLE SIM SWAP OR THEY ARE JUST NOT DOING THEIR JOBS. IF THIS WAS A PREPAID I WOULD HAVE PORTED A LONG TIME AGO. I AM REALLY ANNOYED AND DISAPPOINTED IN CELL C