Sim swap 6 days

I have been in an attempted highjacking on 12/01/2021 on the 13th /01/2021 I went instore to do a sim swap. They are struggling and said they escalated the query every day I phone for an update today is the 18th of January 2021 and still no sim swap. This must be sorted ASAP because I can't log into my bank's anything due to OTP. I will reverse the debit order next month due to I can't use the number. I will also send a letter with the reversal. I won't pay for a service I didn't get, the number in the query is ***