Sim swap cannot get service

I have been trying since Monday to do a Sim swap on a ****** phone. I cannot do any business. They ask a security question of how much airtime with last purchase. I don’t know we were abroad and it’s been sometime. Then you are just told by the front office to come back 24 hours later, in the hope that your Sim swap is active. Now this has been done more than once and now we are logging a ticket according to the advice of the front staff. If a client is in this kind of position and you log a ticket surely you should get a reference number that your matter is actually attended to. No man this is just an internal email I cannot give you any proof that this has been done. This is beyond pathetic. Now I have to wait another 48 business Alice and she cannot guarantee that the problem would be solved. All that we want is a Sim swap how difficult is this please help