Waiting for contract Sim swop for over a month

I was ****** of my contract cellphone during level 5 of Lockdown. I purchased another Sim card and contacted telkom to on 1st April to do a Sim swop for me. They logged a call and told me it's been escalated to another dept and they will email me. A week later I phoned the call center again and was told to wait a little longer. Today is the 3rd May so that's over 1 month that they have not processed my Sim swop and yet they billed me for the whole month and took off the debit order. The call center agents just say that I should wait as there are probably alot of Sim swop before me.