Sim Swap at Telkom takes a year to be processed :-(

I have been trying to do a sim swap from my Telkom sim-card which was ****** on the 02 May 2020 till date 07 May 2020 the contact center agents are saying they are still waiting on ***** department how long does it take to do a simple sim swap from @Telkom the service provider seems like it has a record of poor bad service.