Frustrating

I've been a melon subscriber for a while now. Things were going great which is why, the whole family are now all on the network. One of the phones was lost and hence we initiated a sim swap. It's been 2 weeks since starting the process (and following up every day initially about twice a day as the number is needed) and it's been one of the most frustrating experiences I've ever been through. It appears that it's an issue with melon gauging from other customers' reviews. I'm not sure what has happened recently but the back office service appears to be non existent. I'm also not so sure that the "human" agents assisting are so human after all as the responses appear quite generic after a while. Unfortunately no amount of "We apologize for the inconvenience caused. We are actively looking into the issue and will share an update with you as soon as it is received. The issue was already expedited by management." means anything to your subscribers who have paid for your service that they can't get a refund for because you don't issue refunds. I'm sure this is in contravention of the Consumer Protection Act.