Online purchase but then referred to a BRANCH??

This must have been the worst service I have received from any kind of service provuder. Your contact center agents, team leaders and managers have no clue what they are doing! Just for a simple SIM swap I have been transferred to approximately 5 different people and still not assisted. Regret upgrading my contract with you! reference numbers ***; *** & ***. My last conversation was with Dillan, he says that he is the manager in the pas as you go department, but i seriously doubt it. He has no idea on how you should service a client!