Extreme inconvenience

i did a swim swap on wed 06/02/2019 but till date my new sim is not working, i did this at Cresta Branch and I call 3 times after that day to inquire but ever since all consultants just say they will send an email to cresta or the person who did my sim swap to complete it. According to the consultants at your call center the swim swap is incomplete and sitting on "agreement/negotiating status". please can someone assist as now its almost a week without my sim.