Sim Swap "pending" for a week

Really baffled as to how much time it really takes for one to successfully have a sim swap performed. When you trust a company with your business, you expect them to put you in a better position than that which you were in before you came to them.

It's bad enough that I've had to deal with the setback of having my phone ******, but to wait another week to get my number back is just appalling. What's worse is that when I go back to the store (was advised that I need to physically go to the store when I called in) to follow up on what happened, I was told that they sent an sms to the reported number to confirm the request for a sim swap and it was declined (by the person who still has my sim card) - I really struggled to understand the logic in that. Furthermore, after providing them with my alternative contact details the second time I went there,I still did not get any feedback or report on the status of my query. When I called 135, I was told once again that I need to go back to the branch (for the 3rd time) to sort our the matter. This is the last thing I need right now from a company I've been doing business with for over 4 years - It's apparently not enough for them to confirm my identity for my request