SIM SWAP

on the 12/01/2016 13:35 i contacted cell c call centre to request a sim swap the consultant gave me the following reference number : ***. i waited more than five hours and i never received a call from them. two days later 14/01/2016 i called them again and they told me that they are still working on the request and they gave me a new reference number ***, and they escalated the request to treat it as an urgent case but two days later i am still waiting. i fail to understand how a simple sim swap could take so long, that number is very important to me and i am seriously considering to do a number migrate to another service provider if this poor and slow service continues