USELESS HELKOM

I requested for a SIM swap to be administered on one of my numbers a week ago. I was advised this issue would be escalated to the relevant department and will receive a call to authenticate my account before proceeding. Later that day I indeed received a call and was promised the sim swap would take up to 48 hours....7 days later the sim swap was not administered. I phoned Telkom and a Thokozile tells me it will not be done until I RICA the sim card whereas before everyone else told me I needed to purchase a SIM card and request they do not RICA it because it is a contract number and TELKOM will RICA it for me to ensure it is added onto my existing contracts. DOES TELKOM know what they are doing? I have never come across such unhelpful people in my entire existence of customer service. It seems your specialty is the LACK OF SERVICE....In these trying times, do you REALLY want to TEST our patience?????????