Team Leaders are Non-existent, they never call back for customer Issues

I called Finchoice several times in October to change my numbers because I lost the Sim card, apparently the consultants can't change the numbers themselves but have to escalate to team leaders who supposedly have to call you back to confirm the new numbers. I waited for the call for days and every time I call back the same process will repeat itself. Now in November I call again to find out if my number has been changed maybe they forgot to update me. Now I have to wait again for the team leaders to call me, my question is... Do they even exist, and why does the same query need to be escalated every time I call, why can't the team leader take over because for sure the remarks show that I have been calling for the same issue all the time. Please Finchoice, I just need my numbers to change so I can reset my login details for online services. If I have an option to change them online I could have done that long time ago without bothering the non-existent team leadera who never call, nor care about customer service.