Closed a case while the issue remained unresloved

So since the 22 of September 2017 I have been trying to resume my mobile number and do a sim swap, as I got ****** in July and thus had to block my number. The resuming of the number took about a week and half I went to the store again to try and do a sim swap so I could get my old number back, I was told that it cant be completed as they needed to do a credit vetting, which did not make any sense because I am an existing customer. Anyway, I was then issued with a case number( ********** 1) and was told that the issue should be resolved by Monday the 2nd of Oct, called in at the call centre only to be told it will take 3 working days at first but that was changed to 72 working hours because the first person who escalated the case sent it to the wrong department, so I suffered for someone else's incompetence, ok fine, so I logged on to my online Telkom account today, I was so excited to see the case marked as resolved so I called in at the call centre as no one contacted me to notify me about this as they had promised, the lady who assisted me, 1, said that the case was escalated by the person to whom it was assigned, so I asked but why would it be marked resolved if it is being escalated, she did not have an answer for that.... I am loosing my mind at the moment I do not understand why a simple sim swap is taking this long to perform and the worst is that no one is there to give sufficient answers to my questions. Telkom' s customer service is none existent. It's a shame