Sim swap nightmare

I have received a cellphone upgrade from Cell C. The new phone uses a nano sim which is bigger than the one I used before. They have given me a new sim card with the new phone and have since not been able to get it activated and sim swapped. I have called Cell C 9 times since yesterday morning in an attempt to do the sim swap and no success. I tried to use the self service pin thing which kept sending me back to operators for authentifications that ended with the words 'we have emailed your request to the sim swap department'. I am so tired of hearing these words because I was promised the sim swap would happend within 2 to 4 hours. Its almost 2 days now im stuck with a new phone I cannot use. How difficult is it to JUST DO A SIM SWAP?? When I ask to talk to the sim swap department directly im told the operators cannot transfer me and do not have the phone numbers but only use emails. This is nonsense, I should get a service worth my money because I have three contracts with Cell C, Im very dissapointed at Cell C