Should I just move to another service provider.

I have been waiting for almost a month for a sim swap, an d when you call every time you are told that the issue has been escalated and that i should be patient. I don't know how much time they need to manufacture a sim card as i have been waiting for almost a month. When you ask to upgrade to the new package everyone i speak to has a different story as to how that should be handled but still nothing happens. How do you provide a service and you really can not fulfill the obligation that comes with it?