Incompitant people in the workplace

My phone was ****** on 4 December 2015. My phone was reported ****** and I requested a sim swop about half an hour after the phone was ******. (It is a business contract and i cannot afford for the line to be off) After numerous calls on the 4th my sim swop was not done. Saturday morning the 5 December i phoned in again upon which someone in the service centre told me that my phone will be working by 10 o clock. Came 10 o clock still nothing was done. After another call and reference emails that i have proof of someone again promised that the line will be working within 3 hours. Came 3 hours thereafter still no working phone. (2 days of business lost and money lost!!!) After another call and reference emails again still no working line and another promise of 3 hours, So who is going to make up for the money that is lost???