Unacceptable treatment from Rain

I requested a sim swap from rain a month ago and I was advised a call centre agent would contact me however nobody got in touch with me.

I then sent rain a DM on Facebook today (27/11/2024) and they called me within a few minutes. The call was however silent and the agent only spoke to me after 6 minutes from holding. I refused to confirm his name and kept on speaking over me. I think he said his name was Lungelo from the social media dept. but he refused to confirm his name. He refuses to assist me and I've been on this call for over 48minutes while I can hear him chatting to his colleagues.

I find this treatment unacceptable as I do pay for the services. I haven't been assisted with my sim swap query. This treatment is unfair and I demand an apology and an immediate resolution with my request. I'm not asking the agents to move heaven and earth here, come on!