Letter for authorization to do sim swap

I am not happy with the service I am getting. I went to a Vodacom shop to do a sim swap on the 18 December 2022 and I was told to go to Edgars to do it there because its under blue label. I called the ********** an they said they logged a call for me to get a letter that was on the 19th of December 2022 so that I can do a sim swap til today I have not received the letter. And the call centre closed til next week. I cannot deal with this. I need to get my sim swap done asap.I cannot go into another weeks without a sim card. Every time I'm being told that the matter is escalated. I need the letter to do the sim swap at vodacom. please call me on ***