SIM SWAP NOT DONE

I did my upgrade on Tuesday, 29 March 2016 and received my new phone and sim card on Wednesday, 30 March 2016. I logged the call for the sim swap at 11:17 and was promised a call from the sim swap within 2 - 4 working hours. I called again at about 16:30 on Wednesday, 30 March as nothing had happened. I once again called several times today as well as sent emails requesting to be contacted. The last call I made today was at 16:40 and I was promised that the sim swap will be done before 17:00 today. I experience endless problems with my old phone and urgently need the sim swap done to enable me to use the new phone. This situation is now getting ridiculous. I suggest the sim swap department to be sent to the upgrade department for a lesson in good customer care as I am immensely impressed with the service I received from the upgrade department.