Sim swap not done

I upgraded my phone and because the new phone takes a nano sim, I have to do a sim swap. I contacted the call centre on the 31st of August. I received a call on the 3rd of September at 14:45 (which was out of the SLA I was given) but unfortunately I couldn't take proceed with the call as I was in a meeting at work. I explained this to the very rude consultant and asked if he could call me back within 15/20 minutes. he told me he knocks off at 15:00 (I was told they are available til 17:00 weekdays) and he could call me back the next morning. I agreed to this. I am still waiting for him to call me back. all in all this is the 7th day I'm waiting for someone to assist me. ***