How long can it take to do a SIM SWOP MTN?

I received my corporate upgraded phone from MTN on Friday 29th April with a message to email a specific address with my cell number and new sim card number in order to do a SIM SWOP. I sent the email on Sunday 1 May (yes it was a holiday as was the next day, so I didn't expect too much till Tuesday) but I was promised assistance in the automatic responses. Finally on Tuesday the Corporate MTN consultant emailed me (after I emailed the MTN world and her) to assured me that my request had been logged and the help people would contact call me. After 24 hours I gave up on this so I began calling the 809 Corporate MTN help line. I think that I logged 15 calls during the day, most just cut off after identifying my number. My longest hold was 15 minutes after which I gave up. Today is mid morning Thursday 05 May! My ref number is Ref *** - all i want is a SIM SWOP - MTN how hard can this be?