More than 14 days just to do resolve a Simm Swap

After a long battle, my phone was finally delivered on Friday the 4th December. To date I am still struggling with the swim swap so that I can use my existing prepaid no on the new nano simm contract card. On the 7/12/2015 I called to ask them to make a conversion for me, the guy said he was on to it and said I must drop he will call me back. He never did. On the 09/12/2015 I called back again without any success till I decided to send an email as the contact sender was complaining about the long queue. I sent an email immediately the same day, of which I was given a reference no ***. On Friday 11/12/2015 I call again to make a follow up since nothing was done I am told that the response time to written communications is 48 hrs I must wait. The thing is on the 7/12/2015 when I called I did not get a reference no, and the was no proof that anything was being done. Today is 18/12/2015 still nothing has been done. I am starting to regret my decision of taking another cell c contract. I stated it on the application that I want to use my existing no, why is it who must run after them, cause they should be the one calling me. This is for the phone i ordered on 03/11/2015.