2 to 24hr to be approved but 72hrs later...

My phone got ****** Friday night and Saturday morning I went straight to MTN to report my phone, block it, get a simswap and get a new contract. The lady was very helpful and I truly appreciate her help but it is ridiculous that it is now 72hrs later and the contract is still being "processed". She told me 2 to 24hrs which is cool. Called Monday morning to be told that they will send another email out again and that we will receive a message and yet nothing. Went on Monday later afternoon and still nothing, we called this afternoon and still nothing. I just want to know is this actually going to be a case whereby I wait a week to get a new contract, seeing as we have other contracts with them and have never encountered such an issue.