Sim Swap

I called the contact centre on Monday 03/08/2015 requesting to do a sim swap because I was advised that the sim card that have is too old. I was advised by the lady that took my call that I would be contacted the following day between 8am and 5pm as the team that works with sim swaps was not available. I waited all day for the call. I called again in the evening to follow up and I was advised that the request was forwarded to the relevant department. The lady advised me that she will send an email for follow up and mark it as urgent. At 13h00 this afternoon I called again, only to be advised of the same thing I was told yesterday. You get your payments monthly without any hassle and you give **** service in return. Am I still expected to pay the full amount at the end of the month for a service I could not use for a number of days? It is not my fault that your old sim cards are not compatible with smartphones. I don't see why I have to suffer for your company's incompetence!!!! I'm really disgusted by the type of service I'm getting from your customer service