SIM SWAP TAKING 5 DAYS WITH NO RESPONSE AS YET!!!!

My cellphone was ****** on Saturday 02/05. The call center operator told me that the process takes 2-4 hrs. he didn't mention that this was Mon-Fri. On Mon morning I phoned again to be told there is an error with the simcard that they are trying to RICA and I need to buy a new simcard to start the process again, which I did immediately. It is now Wed and I have phoned the call center upwards of 17 times to try get an answer as to what is going on. Apparently the case has been escalated to the correct department but I am not able to speak to them directly I need to wait for them to contact me. I was now told that every time someone escalates my case the previous case gets cancelled. Surely this shouldn't be my problem, that when querying my case the *********** staff keep cancelling IT. I rely on my number for business purposes. HOW ON EARTH CAN IT TAKE 5 DAYS TO DO THE SIM SWAP WHEN IN FACT IT NORMALLY TAKES 2-4 HRS!!One of the operators even had the audacity to tell me that if I dont like the service I should go instore. I work full time and start and finish before the stores open and close for the day. Hence having to rely on a call center thats service is pathetic!