Frustrated!!!!!!!!!!!!!!!!!

So I took out a contract phone with Telkom in June 2018. On the 14th I lost my phone and called in on the 15/16 to blacklist the phone and SIM. On the 16th of April I called to request a SIM swap. Was asked security questions and told to expect a call within 24-48 hours from one of their agents to confirm the request. On the 19th I called again to request a status on my request,and the lady said that she is escalating the matter to her supervisor and that I should expect yet another call from their agent. Today is the 21st and I am still waiting. Incase someone needs to hear this, The reason why I need that SIM swap is that access for most of my stuff at work requires a phone to authorize. So a bit of sense of urgency would be appreciated when dealing with such requests. And mind you, I am still paying for the phone as well as the free me 1 gig every month. So how an I supposed to enjoy those benefits when a simple sim swap takes forever? Please look into this and kindly call me back on ***